PPRO
Associate Director, Customer Success
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Associate Director, Customer Success
Associate Director, Customer Success
At PPRO
Our mission is to simplify access to local payment methods and enable the sale of goods and services to anyone in the world using their preferred way to pay. We empower partners like Ant Group, PayPal, and Stripe to access new markets, connect with more customers, and accelerate growth.
Our diverse global team—with 50+ nationalities across 10+ locations—unites around one goal: to deliver world-class products and services to our partners and customers. While our external mission is to innovate global commerce, our internal principles drive us: #chooseaction, #beopen, #thinkcustomer, #gofurther, and #wintogether.
About the Role
The Associate Director, Customer Success leads, mentors, and scales a team of Customer Success Managers (CSMs), ensuring smooth operational performance for clients on our global payments platform. Based in London, this strategic operational leader partners closely with Account Management to oversee day-to-day operations, resolve complex payment issues, and drive innovative initiatives to enhance customer experience. You’ll act as the critical bridge between major regional clients (including Payment Service Providers (PSPs) and merchants) and our global technical and commercial teams.
Key Responsibilities
Team Leadership & Operational Governance
- People Management: Direct, mentor, and coach a team of global Customer Success Managers, overseeing workload distribution and individual performance.
- Dual Portfolio Ownership: Manage your own EMEA-based client portfolio while supervising team members covering APAC, US, and LATAM.
- Escalation Ownership: Serve as the primary senior escalation contact for complex operational queries and high-priority incidents.
- LPM/APM Frameworks: Guide the team in optimizing Local/Alternative Payment Methods (LPMs/APMs) and establishing scalable merchant/sub-merchant onboarding processes.
- Process Scaling: Identify, propose, and implement high-level operational improvements and collaborations to scale EMEA-wide performance.
- Executive Advisory: Foster trust-based relationships with external operational and technical stakeholders at an executive level.
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Strategic Reporting & Performance Insights
- Data Infrastructure Ownership: Define and oversee structural reporting strategies, ensuring the team generates data models that highlight processing trends.
- QBR Governance: Oversee and elevate data-driven operational performance reviews in Quarterly Business Reviews (QBRs).
- Macro Trend Analysis: Review system-wide anomalies and trends (e.g., processing volumes, conversion rates, disputes) to drive operational optimisations.
- Actionable Guidance: Empower CSMs to provide advanced recommendations to clients, improving routing efficiency, cost-of-acceptance, and processing performance.
Strategic Cross-Functional Leadership
- Silo-Busting: Champion cross-functional alignment with Account Management, Technical Account Management (TAM), Business Analytics, Partnerships, and Support.
- Strategic Translator: Bridge complex technical payment flows with business strategies—explaining technical details to non-technical stakeholders and vice versa.
- Voice of the Customer: Advocate internally for product enhancements and operational fixes based on customer feedback and needs.
Requirements
Essential
- 5–7+ years of experience in customer success, operations, or technical account management, within payments, fintech, or e-commerce—with at least 2 years of direct people management or team leadership.
- Technical aptitude: Ability to engage confidently with engineering and product teams about APIs, processing flows, and technical errors, and coach team members in problem-solving.
- Stakeholder management: Exceptional active listening, communication, and documentation skills, with a habit of confirming and clarising complex requirements before execution.
Nice-to-Haves
- Data analysis: Hands-on experience with SQL/BigQuery, Datadog, or Looker Studio in a leadership capacity.
- Cross-border payments: Deep knowledge of cross-border e-commerce and regional EMEA payment methods.
- Global leadership: Proven experience managing or collaborating in multi-time-zone, global operational environments.
- Multilingual skills: Fluency in other European or global languages (a plus).
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Benefits
Work-Life Balance
- Hybrid working model (3 days/week on-site).
- 28-day holiday entitlement + 30 days annual "work from abroad" policy.
- Flexible support for key life transitions (e.g., family leave).
Career Growth
- £500 annual learning & development budget.
- Leadership cafés, on-the-job training, and growth opportunities.
Well-Being & Support
- Medical insurance (BUPA healthcare plan).
- 5% pensionmatch via Now Pensions.
- Workplace nursery scheme (salary exchange for childcare).
- Contribution to gym memberships.
Office Perks
- Pet-friendly environment—because even your furry colleagues deserve happiness!
- Premier London location near Holborn, Farringdon, and Covent Garden (perfect for foodies).
- Modern, collaboration-focused office designed for teamwork and innovation.
Our Principles
- Get things done: We’re courageous, take ownership, and act decisively.
- Trust & integrity: We listen first, challenge respectfully, and assume positive intent.
- Customer-first: Our laser focus is delivering outstanding outcomes for our clients.
- Make things better: We explore bold ideas and commit to continuous improvement.
- Work as a team: We prioritise collaboration and team success over individual achievements.
PPRO uses AI tools to assist parts of the hiring process (e.g., reviewing applications). However, all decisions are made by humans. For details on data privacy, visit our Candidate Privacy Policy.
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