Jr Customer Success Manager

Job Description

We’re looking for a Junior Customer Success Manager to join our fast-growing Wise Platform squad in Austin. Your job will be to manage a portfolio of partners and provide them with best-in-class support so they have a delightful experience working with Wise Platform.

This is not a standard customer success role. We are looking for a Junior CSM who is an effective communicator and a speedy learner, capable of picking up new knowledge quickly to be effective within their squad. You will manage complex escalations, troubleshoot technical issues with internal operational teams, and unblock problems for our partners.

This role will give you the opportunity to:

• Own and Nurture Partner Relationships: Act as the first point of contact for a portfolio of mid-market partners, ensuring they receive maximum value from the Wise Platform solution.

• Drive Independent Operational Ownership: Manage the transition from implementation to an ongoing relationship management, helping ensure partners are utilizing Wise effectively.

• Be the First Line of Support: Manage problematic payments and triage cases to internal teams to ensure timely resolution.

• Leverage Data for Growth: Analyze data for your assigned portfolio to identify operational improvements and deliver clear presentations to external stakeholders.

• Support Strategic Initiatives: Deliver Quarterly Business Reviews (QBRs) and operational success plans, acting as the "voice of the customer" to provide feedback to Wise product teams.

• Manage Incidents: Analyze incidents, execute partner communications when needed, and follow through on postmortem actions.

Qualifications

• Experience in customer success, account management, or operational roles, ideally supporting partners/clients in payments, fintech, or financial services

• Experience managing B2B operational relationships with external partners or enterprise clients

• Data-driven mindset — comfortable working with operational data, identifying trends, and using insights to drive decisions

• Project management skills — able to lead improvement initiatives end-to-end, engaging cross-functional teams and holding stakeholders accountable

• Technical fluency — you understand APIs, webhooks, and integrations at a conceptual level; you don't need to code, but you're comfortable discussing technical topics with partners and engineers

• Strong communicator — able to explain complex operational or technical topics clearly, in both Portuguese and English

• Autonomous and proactive — you take ownership, act without being told, and thrive in environments where you have to build your own structure

Great to have: 

• Have experience with Brazil's payment ecosystem and/or are familiar with regulatory frameworks (AML, KYC, BACEN regulations) affecting financial services in Brazil

• Have worked with Tier 1 or Tier 2 banks or large fintechs in Brazil or LatAm

• Have experience with card issuance products (Cards API, MCA, BIN management)

• Have used Looker, SQL, or similar tools for operational analysis

• Understand how API-based payment integrations work end-to-end

Additional Information

This is a hybrid position located in Austin, Texas and not fully remote (minimum 3 days at office). You must be able to commute to the office.

You’re eligible to work in Brazil, we cannot sponsor Visas for this role.

Interested? Find out more:

👋 Wise Platform: who we are, what we do

👀 How we work: a practical guide

⚙️ The Wise Tech Stack, 2022 Edition

For everyone, everywhere. We're people building money without borders  — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

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