Senior Customer Success Manager (German Speaking)

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Senior Customer Success Manager (German Speaking)Full-timeCompany DescriptionWise 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.More about Wise Platform and what we offer.Job DescriptionAbout the role:EMEA is Wise Platform's largest and most mature market. This role owns the operational relationship and volume retention for a portfolio of Tier 1 partners representing 10M+ GBP in annual revenue - some of the most strategically important and technically complex partnerships in Wise Platform globally.You are a strategic architect and trusted operations and scalability advisor to partner leadership, responsible for identifying and closing operational gaps internally that unlock organic revenue before they become blockers proactively. This is not a reactive role. You'll manage operational relationship of partnerships with complex product integrations (Cards, MCA, Correspondent send via API and Swift, Correspondent receive), navigate high-level stakeholder alignment, and influence Wise's own Product and Servicing roadmaps to ensure the platform evolves to meet the needs of our most demanding partners.You'll operate with significant autonomy, represent the company with the senior partner’s stakeholders and build the frameworks and playbooks that scale the "Wise way of working" - not just for your own accounts, but across the CSM organisation. Commercial & Relationship OwnershipOwn the end-to-end operational relationship for Tier 1 EMEA partners - acting as a trusted advisor to partner-side operational and executive stakeholders, including senior leadership and product teamsLead QBRs that frame operational performance in the context of commercial goals -  shaping the partner's growth narrative and roadmap alignmentIndependently drive operational success strategy and plans for owned accounts, partnering closely with the Account Manager to ensure operational roadmap aligns with commercial goals. Systemic Problem Solving & Roadmap InfluenceProactively identify and close operational gaps that unlock revenue - e.g. new currency expansion, Cards adoption, or reducing defect/RFI/contact rates that limit partner scalability and growth; Build data-backed business cases to secure buy-in from Product, Servicing, Compliance, and Engineering -  resolving structural/systemic gaps in the company that affect not just your accounts but the wider Wise Platform partner base;Represent Wise Platform in cross-functional initiatives, influencing the roadmap before problems surface for partners; Incident Command & Crisis ManagementAbility to act as incident commander for cross-regional, high-severity incidents - coordinating tech, commercial, and operational stakeholders, drafting partner communications, and making the call on when/how to communicate with partnersOwn post-incident follow-through: postmortem actions, remediation reviews, and translating incident learnings into reusable frameworks (runbooks, comms criteria, escalation playbooks)Scaling the FunctionBuild frameworks and playbooks - for new products (e.g. metrics reporting or servicing flows on the new product), new markets, or cross-team processes - that scale beyond your own portfolioMentor and support less senior CSMs, helping them navigate operational blockers and develop their own account strategiesContribute to the CSM org's own scaling agenda - flagging and addressing systemic capacity issues (e.g. disproportionate incident load) to leadership with data to back it upData-Driven Operational ExcellenceOwn the core Service Level and Operational Scalability metrics for your portfolio: Payment Success Rate, Contact...