Customer Success Manager

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