Customer Success Manager | JobSetuu

Description

Job Overview

• Source: Jobicy

Job Description

Company Description

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.

Job Description

About Wise Platform:

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.

About the role:

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.

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.

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.

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.

This role will give you the opportunity to:

• 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

• 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

• Build and execute operational account plans with partners — tracking health metrics, identifying areas of friction, and leading cross-functional initiatives to resolve them

• Lead quarterly business reviews (QBRs) with partner stakeholders, presenting operational performance data and leading discussions on priorities and roadmap alignment

• Lead incident response — coordinating between partners and internal Wise teams during service disruptions and keeping partners informed throughout

• 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

• Advocate for your partners internally — feeding insights to product and tech teams, influencing the roadmap, and ensuring partner needs are represented

• Develop trusted relationships with operational and technical stakeholders at partner organizations, aligned on goals and built on reliability and transparency

• Use data to drive improvements — building analyses, identifying patterns, and presenting findings in business reviews and internal prioritization discussions

Qualifications

• 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

• Experience managing B2B operational relationships with external partners or enterprise clients

• Data-driven mindset — comfortable working with operational data, identifying trends, and using insights to drive decisions

• Project management skills — able to lead improvement initiatives end-to-end, engaging cross-functional teams and holding stakeholders accountable

• 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

• Strong communicator — able to explain complex operational or technical topics clearly, in both Portuguese and English

• Autonomous and proactive — you take ownership, act without being told, and thrive in environments where you have to build your own structure

Great to have: 

• Have experience with Brazil's payment ecosystem and/or are familiar with regulatory frameworks (AML, KYC, BACEN regulations) affecting financial services in Brazil

• Have worked with Tier 1 or Tier 2 banks or large fintechs in Brazil or LatAm

• Have experience with card issuance products (Cards API, MCA, BIN management)

• Have used Looker, SQL, or similar tools for operational analysis

• Understand how API-based payment integrations work end-to-end

Additional Information

*Please note, only resumes provided in English will be considered*

This is a hybrid position located in São Paulo, Brazil, and not fully remote (minimum 3 days at office). You must be able to commute to the office or open to self-relocation.

You’re eligible to work in Brazil, we cannot sponsor Visas for this role.

Interested? Find out more:

 Wise Platform: who we are, what we do

 How we work: a practical guide

⚙️ The Wise Tech Stack, 2022 Edition

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.

Expert Career Tips for Customer Success Manager Roles

To succeed in a competitive market as a Customer Success Manager, you need more than just technical skills. Here are some expert strategies to elevate your profile:

• Build a Strong Portfolio: For technical roles, a clean GitHub or a personal project site is essential. For non-technical roles, a case study portfolio demonstrating problem-solving and impact is equally valuable. Show, don't just tell, what you have achieved in your previous positions.
• Master the Narrative: When interviewing, use the STAR method (Situation, Task, Action, Result) to structure your answers. Quantify your results wherever possible—mentioning "increased efficiency by 20%" is much more impactful than saying "improved efficiency."
• Continuous Learning: The industry moves fast. Whether it's staying updated with the latest AI tools or mastering a new management methodology, continuous professional development is key. Consider obtaining industry-recognized certifications that align with Customer Success Manager requirements.
• Networking: Connect with other professionals in similar roles. Join online communities, attend webinars, and engage in meaningful discussions on professional social networks. Often, the best opportunities come through referrals and community engagement.
• Soft Skills Matter: Communication, empathy, and leadership are often the deciding factors between two equally qualified technical candidates. Cultivate these skills as they are universally valued across all industries and seniority levels.

Additionally, research the specific company's culture and values. Tailoring your application to show how you align with their mission can significantly increase your chances of moving forward in the process.

Salary & Compensation

Salary not disclosed; typically competitive for the role.

Work Arrangement

Type: On-Site

Standard business hours at the office.

Comprehensive Application Strategy & Hiring Process

Applying for a new role is a marathon, not a sprint. Follow this strategic approach to maximize your success rate:

1. Initial Research & Tailoring

Don't send the same resume to every employer. Spend at least 30 minutes researching the company. Look for recent news, their product roadmap, and their team structure. Modify your summary and core competencies to reflect the specific keywords found in the job description.

2. The Perfect Cover Letter

If the application allows for a cover letter, use it to tell a story that your resume cannot. Explain why you are passionate about this specific company and how your unique background makes you the perfect fit for the challenges they are currently facing.

3. Navigating the Multi-Stage Interview

Most modern hiring processes involve 3-5 stages. This typically includes a recruiter screen, a technical or skill-based assessment, a peer interview, and a final leadership round. Prepare for each stage differently: focus on enthusiasm and fit for the recruiter, technical depth for the assessment, and strategic vision for the leadership round.

4. Post-Interview Follow-Up

Always send a personalized thank-you note within 24 hours of each interview. Reference a specific topic discussed during the call to demonstrate your active listening and genuine interest in the role.

By following these steps, you demonstrate a high level of professionalism and attention to detail that sets you apart from the average applicant.

Typical Interview Process

1. Resume screening
2. HR call
3. Skill interview
4. Final manager interview
5. Offer

Tip: Research the company's products and culture.

Global Market Intelligence & Relocation Insights

At JobSetuu, we specialize in helping talent navigate the global job market. Here is what you need to know about the current landscape in Global and beyond:

The demand for skilled professionals is increasingly borderless. For roles based in Global, understanding the local cost of living, visa requirements (if applicable), and cultural nuances is vital. If this is a remote role, consider the time zone alignment and the asynchronous communication culture of the hiring organization.

Relocation Support: Many forward-thinking companies offer relocation packages that include moving stipends, temporary housing, and legal assistance with work permits. When evaluating an offer, look beyond the base salary—consider the total compensation package, including equity, bonuses, and healthcare benefits.

Work-Life Balance Trends: Hybrid and remote work have become standard in many regions. Research the local labor laws and common practices regarding work hours and vacation time to ensure the role aligns with your lifestyle goals.

Leveraging JobSetuu's tools can help you compare salaries across different cities and understand the "purchasing power" of your potential offer, ensuring you make an informed decision for your long-term career path.

Skills & Competency Roadmap for Professional Development

To remain competitive in Professional Development, we recommend focusing on the following core competencies over the next 12-18 months:

• Technical Mastery: Deepen your expertise in the core tools and languages relevant to your field. For developers, this might be cloud architecture; for marketers, it might be data-driven attribution modeling.
• AI Augmentation: Learn how to leverage generative AI and automation tools to increase your productivity. Understanding how to integrate these technologies into your workflow is becoming a non-negotiable skill.
• Leadership & Strategy: Even in individual contributor roles, the ability to think strategically and lead projects from inception to completion is highly valued. Focus on stakeholder management and high-level project planning.
• Data Literacy: The ability to interpret data and use it to drive decisions is essential across all business functions. Familiarize yourself with data visualization and basic analytical concepts.

By investing in these areas, you not only prepare yourself for the role you are applying for today but also build a resilient foundation for the opportunities of tomorrow.

Apply via JobSetuu

Discover your next career milestone on JobSetuu. This Customer Success Manager position is part of our commitment to bringing you the most relevant and high-impact job openings globally. At JobSetuu, we simplify your job search by aggregating premier listings and providing the tools you need to stand out. Don't miss the chance to elevate your professional journey—explore more opportunities and career insights on our platform today.