Senior Customer Success Manager, Wise
$89.5-111.3k
+ RSU's
More information about location
3+ days a week in office
Money without borders
Open for applications
Money without borders
1001+ employees
Open for applications
$89.5-111.3k
+ RSU's
More information about location
3+ days a week in office
1001+ employees
Company mission
We’re on a mission. And it’s money without borders. Instant, convenient, transparent and — eventually — free.
Role
Who you are
- 3 to 5 years of experience working in the banking, financial, or fintech industry space
- You have experience in delivering excellent service to customers and partners. At Wise, customers always come first, so you need to be enthusiastic about helping our customers and delivering on our mission
- You are data-driven, able to collect and analyze data to prioritize the big wins for our partnerships and for scaling internal teams
- You have proven track of record completing the projects with measurable results, scaling internal costs and improving the processes
- You’re creative in finding solutions when you are blocked. You’ll have a number of ways to reach cross-team agreements that work for us, the partner and customers even when you receive a push back
- You’re motivated and have a desire to contribute significantly to our overarching mission
- You go above and beyond the call of duty, work independently without a script and solve complex customer problems working with other teams
- You’re self-motivated, can identify efficiencies and are driven to make them happen
- You are an excellent communicator - have a proven track of negotiating changes with internal teams and/or external stakeholders
What the job involves
- You will be working closely with the Account Management team and Wise operational teams, which are global
- You will also work with other functions, including product management, tech, legal, compliance, implementation and business development
- Own and nurture operational relationships with partners and unblock the growth opportunities
- This means being their first point of operational contact (escalations, operational friction patterns), managing stakeholders and conducting business meetings, providing solutions to partners looking to improve the operational state and supporting them through the execution
- Unblocking operational obstacles to growth
- Own operational success plans with partners to maximize the value partners get from Wise
- This means analyzing the operational performance and being the driver of strategic operational improvements with partners and keeping our partners as well as internal teams accountable to follow the timelines on the plan
- Scale internal operations
- This means looking into the data (on partner-level, regional and global), working closely with servicing teams to understand what are the key friction points caused by platform partnerships and how we can eliminate/ reduce these gaps by negotiating changes with partners, product, engineers and other stakeholders on a regional or global level
- Take the lead on implementing these changes
- Agree with partners on implementing the endpoints & webhooks
- This means exploring what endpoints & webhooks exist and can be helpful and what should be created to help automate internal & partner’s support operational teams by sending the data via API to our partner
- Negotiate such changes with a partner, as they need to do tech work on their end as well
- Analyze the quality of support we provide to our partners and their customers
- This means understanding how well our responses solve the cases raised, what we can do to improve the resolution rate and reduce the amount of contacts by working with the internal teams for your partner and for the whole region in particular
- Collecting feedback from assigned partnerships to identify key improvement areas
Our take
Wise started when the two founders realised they would be better off trading Estonian kroons for British pounds (and vice versa) between themselves rather than going through banks. That was back in 2011, and they've since grown Wise into one of Europe's most successful tech businesses, exchanging billions of currency every month.
Wise rapidly grew by solving a significant problem for customers, who lost too much money to banks when exchanging currency. They've attracted investment from some of the best investors in the world, from Andreesen Horowitz to Index Ventures and even Richard Branson.
The challenge for Wise will be maintaining their edge and brand power in a market that's becoming increasingly crowded with new entrants (like Revolut and Monzo) and incumbents (traditional banks) trying to catch up. To do so, the company is ramping up its digital and marketing strategies, as well as pushing for further development of its existing products.
Freddie
Company Specialist
Insights
Many candidates hear
back within 2 weeks
38% employee growth in 12 months
Company
Employee endorsements
Flexible working
"I'm trusted to do my work regardless of whether I'm in the office or working from my spare room. Our mobile wiser scheme gives us the opportunity to..."
Funding (last 2 of 7 rounds)
Nov 2017
$280m
SERIES E
May 2016
$26.4m
SERIES D
Total funding: $396.8m
Company benefits
- Medical Insurance
- Health and Wellbeing Discounts
- 25 days holiday (excl. bank holidays) + 3 Me Days
- RSUs (Restricted Stock Units)
- 6 Week Paid Sabbatical
- Mobile Wiser - work remote for up to 90 days a year 🛫
- Parental Leave
- Pension and Retirement Plans
- Plus Many More!
Company values
- This isn’t just a job, we’re a revolution
- We get it done
- Customers > team > ego
- No drama. Good karma.
Company HQ
London, UK
Articles
Leadership
Taavet Hinrikus
(Chairman)Previously Director of Strategy for Skype.
Kristo Käärmann
(CEO)Previously a Consultant at PwC and Manager at Deloitte.
People progressing
Joined as Banking Lead, promoted to Head of Banking after 2 years, then again to Global Head of Banking.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
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Diversity, Equity & Inclusion at Wise
- Communities and safe spaces (Employee Resource Groups) – led by our Wisers so people can share experiences and information, support each other and connect on shared values
- Wise Cultural Calendar – a programme to learn and celebrate the wide range of cultures, traditions, backgrounds, and global experiences we have here at Wise. Example programmes include Pride Summer and Black History Month
- Our teams continue to set and drive their own bespoke objectives, holding themselves accountable and making sure they focus efforts where they can have the most impact
- We’re excited to partner with InChorus to collect ongoing data on our culture and enable teams to track their progress
- DEI development and training — We’re building our capability and getting everyone on the same page about DEI. Our new training programme will help new joiners and all Wisers know what DEI looks like day-to-day and how they can play their part
- Global policy review — We’re working with an external advisor to provide detailed feedback on best practices in policies by end January
- Disability inclusion – We’re building resources and support for Wisers and candidates with disabilities. Our goals is to offer practical information and support to ensure that Wise remains an inclusive environment for those impacted by a disability
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