Senior Customer Success Manager (German Speaking)

Overview

In this role you own the end-to-end operational relationship with Tier 1 EMEA partners, driving revenue growth and platform scalability. You influence product and servicing roadmaps, manage high-level stakeholder alignment, and lead incident response across cross-functional teams. You’ll build scalable frameworks and playbooks to extend the Wise way of working beyond your accounts. This is a strategic, proactive position that shapes partner success and operational excellence in a complex payments environment.

Responsibilities

• Own and manage the operational relationship for Tier 1 EMEA partners, including executive stakeholders
• Lead quarterly business reviews framing performance against commercial goals
• Drive operational success plans in line with commercial objectives with Account Manager support
• Identify and close operational gaps to unlock revenue, e.g., currency expansion, product adoption, defect reduction
• Build data-backed business cases to win support from Product, Servicing, Compliance, and Engineering
• Represent Wise Platform in cross-functional initiatives and influence roadmaps
• Act as incident commander for cross-regional, high-severity incidents and manage post-incident follow-through
• Develop scalable frameworks and playbooks for new products, markets, or cross-team processes
• Mentor less senior CSMs and contribute to the scaling agenda of the CSM organization

Key requirements

• Experience in customer success, account/relationship management, or operations for Tier 1 enterprise clients
• Professional-level German proficiency (spoken and written)
• Experience with Tier 1 relationships with $5M+ ARR and executive stakeholder management
• Strong technical fluency in APIs, webhooks, and payment rails
• Incident/crisis management experience with external clients and comms strategy
• Advanced data analysis skills (SQL/Looker/Lightdash or equivalent)
• Negotiation and strong presentation skills for roadmap discussions with senior partners

• strategic thinking
• stakeholder management
• clear communication
• APIs
• webhooks
• payment rails

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