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Wise Platform is seeking a Senior Customer Success Manager in London to manage and retain a portfolio of Tier 1 EMEA partners, generating over 10M GBP in annual revenue. This strategic role involves acting as an operational and scalability advisor to partner leadership, identifying and resolving operational gaps, and influencing Wise's product roadmap. The position requires leading QBRs, driving operational success strategies, and managing incident response. The goal is to build frameworks and playbooks to scale the 'Wise way of working' across the Customer Success organization and mentor junior CSMs. This role offers significant autonomy and requires a proactive, data-driven approach to ensure partner scalability and growth.
Wise Platform allows banks, fintechs, and enterprises to embed Wise's international payments infrastructure directly into their own products. Our technology powers partners globally - including some of the largest banks and fintechs in EMEA - enabling them to offer fast, transparent, and low-cost cross-border payments and global accounts to their customers.
More about Wise Platform and what we offer.
About the role:
EMEA is Wise Platform's largest and most mature market. This role owns the operational relationship and volume retention for a portfolio of Tier 1 partners representing 10M+ GBP in annual revenue - some of the most strategically important and technically complex partnerships in Wise Platform globally.
You are a strategic architect and trusted operations and scalability advisor to partner leadership, responsible for identifying and closing operational gaps internally that unlock organic revenue before they become blockers proactively.
This is not a reactive role.
You'll manage operational relationship of partnerships with complex product integrations (Cards, MCA, Correspondent send via API and Swift, Correspondent receive), navigate high-level stakeholder alignment, and influence Wise's own Product and Servicing roadmaps to ensure the platform evolves to meet the needs of our most demanding partners.
You'll operate with significant autonomy, represent the company with the senior partner’s stakeholders and build the frameworks and playbooks that scale the "Wise way of working" - not just for your own accounts, but across the CSM organisation.
Commercial & Relationship Ownership
Own the end-to-end operational relationship for Tier 1 EMEA partners - acting as a trusted advisor to partner-side operational and executive stakeholders, including senior leadership and product teams
Lead QBRs that frame operational performance in the context of commercial goals - shaping the partner's growth narrative and roadmap alignment
Independently drive operational success strategy and plans for owned accounts, partnering closely with the Account Manager to ensure operational roadmap aligns with commercial goals.
Systemic Problem Solving & Roadmap Influence
Proactively identify and close operational gaps that unlock revenue - e.g. new currency expansion, Cards adoption, or reducing defect/RFI/contact rates that limit partner scalability and growth;
Build data-backed business cases to secure buy-in from Product, Servicing, Compliance, and Engineering - resolving structural/systemic gaps in the company that affect not just your accounts but the wider Wise Platform partner base;
Represent Wise Platform in cross-functional initiatives, influencing the roadmap before problems surface for partners;
Incident Command & Crisis Management
Ability to act as incident commander for cross-regional, high-severity incidents - coordinating tech, commercial, and operational stakeholders, drafting partner communications, and making the call on when/how to communicate with partners
Own post-incident follow-through: postmortem actions, remediation reviews, and translating incident learnings into reusable frameworks (runbooks, comms criteria, escalation playbooks)
Scaling the Function
Build frameworks and playbooks - for new products (e.g. metrics reporting or servicing flows on the new product), new markets, or cross-team processes - that scale beyond your own portfolio
Mentor and support less senior CSMs, helping them navigate operational blockers and develop their own account strategies
Contribute to the CSM org's own scaling agenda - flagging and addressing systemic capacity issues (e.g. disproportionate incident load) to leadership with data to back it up
Data-Driven Operational Excellence
Own the core Service Level and Operational Scalability metrics for your portfolio: Payment Success Rate, Contact Rate, RFI Rate, Defect Rate, and Partner Health Score
Use advanced data analysis to identify non-obvious operational blockers and pitch API/process improvements with clear ROI framing for both partner and Wise
About you:
Bonus points:
Because we believe that diverse teams build better products, we’d especially love to hear from you if you’re from an under-represented demographic.
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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