At a Glance
- Tasks: Manage key partnerships and drive operational success for top-tier clients in the fintech space.
- Company: Join Wise, a leading platform revolutionising international payments for banks and fintechs.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Diverse and inclusive team with a focus on career progression.
- Why this job: Be a strategic advisor and make a real impact on global payment solutions.
- Qualifications: Experience in customer success and fluency in German required.
The predicted salary is between 60000 - 80000 £ per year.
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.
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 relationships 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 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
- Experience in customer success, account/relationship management, or operational leadership roles supporting Tier 1 enterprise clients – ideally in payments, fintech, or financial services.
- Professional‑level German proficiency (spoken and written) – required, given the portfolio will include few German‑speaking partners.
- Proven experience working with Tier 1 relationships with $5M+ ARR clients, including executive‑level stakeholder management.
- Strong technical fluency – comfortable discussing APIs, webhooks, and payment rails in detail with partner engineering teams.
- Experience leading incident/crisis response with external clients, including comms strategy and de‑escalation.
- Advanced data analysis skills – SQL/Looker/Lightdash or equivalent – used to build business cases.
- Demonstrated negotiation and strong presentation skills; comfortable pitching roadmap changes to senior partner stakeholders.
Bonus points
- Experience with regulatory frameworks affecting cross‑border payments (AML, KYC, sanctions screening, PEP/COAF‑type reporting).
- Prior ownership of Tier 1 bank or major fintech relationships in EMEA specifically.
- Additional language skills (French, Portuguese) relevant to other Tier 1 EMEA accounts.
- Experience working in business operations.
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. Keep up to date with life at Wise by following us on LinkedIn and Instagram.
Senior Customer Success Manager (German Speaking) employer: Wise
Wise is an exceptional employer that prioritises the well-being and professional growth of its employees. With a dynamic work culture that fosters innovation and collaboration, team members are encouraged to develop their skills while contributing to meaningful resilience strategies on a global scale. Located in a vibrant city, Wise offers competitive benefits and unique opportunities for career advancement, making it an ideal place for those seeking a rewarding and impactful career.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager (German Speaking)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Wise. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Wise before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Success Manager (German Speaking)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Wise:Your cover letter is your chance to shine! Tell us why you want to work at Wise specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Wise!
How to prepare for a job interview at Wise
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
