Customer Success Lead, Wise
North America
1-5 days a week in office
Money without borders
Be an early applicant
Money without borders
1001+ employees
Be an early applicant
1-5 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
- You have at least 2 years in a leadership role, ideally in payments, tech or fintech
- You have built or scaled a customer success team, focusing on reducing costs by removing operations problems at the core
- You are experienced in influencing internal teams to prioritize improvements that have a positive impact on partners/clients
- You’ve worked with enterprise partners/clients before, led meetings, managed QBRs and have been a main point of contact to partners/clients
- You’re skilled at analyzing data to prioritize important improvements for partnerships and internal processes
- You’ve successfully delivered impactful projects that improved business processes and reduced costs for your company and the partners/clients
What the job involves
- We’re seeking a driven Customer Success Lead to build and lead our North America/APAC CSM team
- The team is focused on helping our Wise Platform partners scale their API integrations successfully
- The key areas they work on includes improving contact rates, ensuring seamless payments, minimizing issues, and automating invoicing
- You will work with various departments globally to enhance partner satisfaction and success
- Builds Strong Partner Relationships. The team manages and improves operational relationships with partners. They are the main point of contact for resolving issues and finding ways to remove obstacles to their growth. They lead meetings, manage stakeholders, and provide effective solutions
- Scales Partner Operations. The team develops and oversees plans that help partners get the most from Wise. They use data to identify areas for improvement and ensure both partners and internal teams meet their goals
- Improves Product Operations. The team analyzes data to understand challenges in partner operations caused by deficiencies in our product operations. They work with internal teams to negotiate and implement solutions on a wider scale that enhance the experience for partners
- Implements Technical Solutions. The team works with partners to agree on the use of APIs and webhooks that streamline processes. They help partners adapt to these changes and ensure they are technically equipped
- Improves the Quality of Services. The team assesses the quality of support provided to partners, aiming to better solve their issues and decrease contact frequency. They gather feedback and implement changes to enhance our services
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 at Welcome to the Jungle
Insights
Some 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
$25.4m
SERIES D
Total funding: $395.8m
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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