Senior Customer Success Manager

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.

Wise is a global technology company, building the best way to move and manage the world’s money.

Min fees. Max ease. Full speed.

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.

As part of our team, you will be helping us create an entirely new network for the world's money.

For everyone, everywhere.

More about our mission and what we offer.

About the role:

This role is dedicated to process architecture, operational design, tooling improvement, and continuous improvement across team workflows, documentation, and cross-functional agreements. Operating without portfolio ownership, the primary objective of the role is building a scalable operational foundation that increases team efficiency and structures workflows for reliable AI integration.

Key Responsibilities 

• AI Knowledge Architecture: Review, structure and architect the existing separated team processes into streamlined workflow to maintain the team's Single Source of Truth (SOT) with the help of AI so documentation is machine-readable and optimized, enabling internal AI tools and chatbots to accurately use the documentation to increase team efficiency. This would include streamlining the tracking of existing work through tooling advancement, mapping documentation needs, building the AI agents needed to optimise the process and rolling it out with the team for maximum efficiency and adoption. 
• Automation Strategy & Execution: Scope, sequence, and execute a team’s operational processes roadmap - identifying high-frequency, manual CSM workflows which could be automated and deploying AI tooling to automate or partially automate them, prioritising the items with the largest return on the efficiency gains (ie Account Plans). 
• Salesforce CSM workflows architecture: Design and work together with Salesforce product team to implement dedicated Salesforce workflows and objects to align with CSM processes  (ie objects categorized by Retention risk vs. Operational improvement). 
• Data & Knowledge Pipelines: Automate the flow from Lightdash metrics dashboards through available tools, mapping out data analysis needs so CSMs can evaluate partner performance instantly and notice the spikes.
• Partner UI & API Diagnostic Framework: Establish standard operating procedures and documentation to audit partner UI setups, technical design, and improvement opportunities, building the collection of the success cases depository which will streamline the new product features and APIs roll out across the team..
• Cross-Functional Operating Agreements: Identify efficiency draggers and formalize boundaries with operational and other teams to remove CSMs as fallback relays for ad-hoc operational questions and reactive work.

About you:

• 3+ years of experience in Program Management, Business Operations, or Product Operations in a fast-paced tech company or scale-up.
• CRM & Systems Building: Hands-on experience configuring, designing, or optimizing CRM workflows (preferably Salesforce).
• Process Automation & Knowledge Architecture: Demonstrated ability to eliminate manual spreadsheet/Slack workflows by building automated workflows and structuring single-source-of-truth knowledge bases (Notion, Confluence, Wikis).
• Technical & AI Literacy: Comfortable working with modern AI/LLM tools to streamline team knowledge and workflows. Good understanding of APIs and ability to learn payment processing workflows. 
• Stakeholder Alignment: Strong track record of leading cross-team projects and securing buy-in from product, engineering, and business teams without line authority.

Bonus points

• Hands-on experience deploying AI tooling: Direct experience structuring knowledge bases for RAG/LLM retrieval, building AI agents, or setting up AI-assisted workflows.
• Prior experience working with B2B SaaS platform integrations, APIs, or fintech products.

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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