Customer Success Lead

3 weeks ago


Singapore Wise Full time

We are seeking a highly motivated Customer Success Lead to lead our APAC CSM team. The team’s main focus is on helping our partners scale their API integrations successfully. Key areas of work include improving contact rates, ensuring seamless payments, and automating invoicing. This role involves collaboration with various departments globally to enhance partner satisfaction and success.

This leadership role will give you the opportunity to lead a team that:

  • Builds Strong Partner Relationships. The team manages and improves operational relationships with partners, 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 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 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.

Qualifications

  • 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, leading meetings, managed QBRs, and 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.
  • You are creative at solving problems and can navigate challenges to secure agreements across cross-functional teams.

At Wise

We believe in building a diverse, equitable, and inclusive team that celebrates our differences. We're proud to have a truly international team, and we're committed to creating an environment where every Wiser feels respected, empowered to contribute, and able to progress in their careers.

Learn more about life at Wise by following us on LinkedIn and Instagram.


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