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

• 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

*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

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