Customer Success Manager

<h2>Company Description</h2> <p>Wise is a global technology company, building the best way to move and manage the world’s money.<br /> <strong>Min fees. Max ease. Full speed.</strong></p> <p>Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.</p> <p>As part of our team, you will be helping us create an entirely new network for the world's money.<br /> <strong>For everyone, everywhere.</strong></p> <p>More about <strong><a href="https://wise.jobs/our-mission" rel="nofollow ugc noopener" target="_blank">our mission</a></strong> and <strong><a href="https://wise.jobs/what-we-offer" rel="nofollow ugc noopener" target="_blank">what we offer</a></strong>.</p> <h2>Job Description</h2> <p><strong>About Wise Platform:</strong></p> <p>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 Brazil — enabling them to offer fast, transparent, and low-cost cross-border payments and global accounts to their customers.</p> <p><strong>About the role:</strong></p> <p>Brazil is one of the most exciting markets in Wise Platform's global portfolio. We've built partnerships with leading Brazilian financial institutions — including one of the world's largest neobanks — and we're just getting started.</p> <p>As a Customer Success Manager, you will own the operational success of a portfolio of Brazilian banking and fintech partners — ensuring they get maximum value from Wise's payment infrastructure, stay operationally healthy, and are set up to grow.</p> <p>You'll work hand-in-hand with the Account Management team and Wise's internal teams — Product, Cards API, Compliance, Engineering, Legal, and Servicing — to drive performance, unblock growth, and deliver meaningful improvements to the metrics that matter most.</p> <p>This is a mid-level, partner-facing, operational role. You'll need to be curious, structured, data-driven, and genuinely energized by working in one of the most complex and fast-moving payment markets in the world.</p> <p><strong>This role will give you the opportunity to:</strong></p> <ul> <li> <p>Own operational relationships with a portfolio of Brazil-based banking and fintech partners — serving as their key operational contact for escalations, improvement initiatives, and day-to-day queries, across both Cards API/MCA and remittance product models</p> </li> <li> <p>Drive partner retention and performance by working with Account Managers to improve success rates, reduce defect/contact/RFI rates, improve card authorization rates, and improve overall operational scalability</p> </li> <li> <p>Build and execute operational account plans with partners — tracking health metrics, identifying areas of friction, and leading cross-functional initiatives to resolve them</p> </li> <li> <p>Lead quarterly business reviews (QBRs) with partner stakeholders, presenting operational performance data and leading discussions on priorities and roadmap alignment</p> </li> <li> <p>Lead incident response — coordinating between partners and internal Wise teams during service disruptions and keeping partners informed throughout</p> </li> <li> <p>Navigate Brazil's regulatory landscape — understanding and managing partner-specific compliance requirements including Financial Capacity (AML/CPF), PEP handling, BACEN obligations, RFI flows, and IOF dynamics</p> </li> <li> <p>Advocate for your partners internally — feeding insights to product and tech teams, influencing the roadmap, and ensuring partner needs are represented</p> </li> <li> <p>Develop trusted relationships with operational and technical stakeholders at partner organizations, aligned on goals and built on reliability and transparency</p> </li> <li> <p>Use data to drive improvements — building analyses, identifying patterns, and presenting findings in business reviews and internal prioritization discussions</p> </li> </ul> <h2>Qualifications</h2> <ul> <li> <p>At least 3–5 years of experience in customer success, account management, or operational roles, ideally supporting partners/clients in payments, fintech, or financial services</p> </li> <li> <p>Experience managing B2B operational relationships with external partners or enterprise clients</p> </li> <li> <p>Data-driven mindset — comfortable working with operational data, identifying trends, and using insights to drive decisions</p> </li> <li> <p>Project management skills — able to lead improvement initiatives end-to-end, engaging cross-functional teams and holding stakeholders accountable</p> </li> <li> <p>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</p> </li> <li> <p>Strong communicator — able to explain complex operational or technical topics clearly, in both Portuguese and English</p> </li> <li> <p>Autonomous and proactive — you take ownership, act without being told, and thrive in environments where you have to build your own structure</p> </li> </ul> <p><strong>Great to have: </strong></p> <ul> <li> <p>Have experience with Brazil's payment ecosystem and/or are familiar with regulatory frameworks (AML, KYC, BACEN regulations) affecting financial services in Brazil</p> </li> <li> <p>Have worked with Tier 1 or Tier 2 banks or large fintechs in Brazil or LatAm</p> </li> <li> <p>Have experience with card issuance products (Cards API, MCA, BIN management)</p> </li> <li> <p>Have used Looker, SQL, or similar tools for operational analysis</p> </li> <li> <p>Understand how API-based payment integrations work end-to-end</p> </li> </ul> <h2>Additional Information</h2> <p><em><strong>*Please note, only resumes provided in English will be considered*</strong></em></p> <p><strong>This is a hybrid position located in São Paulo, Brazi</strong>l, and not fully remote (minimum 3 days at office). You must be able to commute to the office or open to self-relocation.</p> <p>You’re eligible to work in Brazil,<strong> we cannot sponsor Visas for this role.</strong></p> <p><strong>Interested? Find out more:</strong></p> <p><strong> <a href="https://platform.wise.com/" rel="nofollow ugc noopener" target="_blank">Wise Platform: who we are, what we do</a></strong></p> <p><strong> <a href="https://wise.jobs/how-we-work#:~:text=We%20put%20our%20customers%20first,through%20how%20we're%20doing." rel="nofollow ugc noopener" target="_blank">How we work: a practical guide</a></strong></p> <p><strong>⚙️ <a href="https://medium.com/wise-engineering/wise-tech-stack-2022-edition-a6ac089a382f" rel="nofollow ugc noopener" target="_blank">The Wise Tech Stack, 2022 Edition</a></strong></p> <p>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.</p> <p>We're proud to have a truly international team, and we celebrate our differences.<br /> 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.</p> <p>If you want to find out more about what it's like to work at Wise visit <a href="https://www.wise.jobs/" rel="nofollow ugc noopener" target="_blank">Wise.Jobs</a>.</p> <p>Keep up to date with life at Wise by following us on <a href="https://www.linkedin.com/company/1769571/" rel="nofollow ugc noopener" target="_blank">LinkedIn</a> and <a href="https://www.instagram.com/wisecareers/" rel="nofollow ugc noopener" target="_blank">Instagram</a>.</p>