PPRO
Associate Director, Customer Success
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Associate Director, Customer Success
About the Role at PPRO
Our mission is to simplify access to local payment methods and enable the sale of goods and services to anyone worldwide using their preferred way to pay. PPRO empowers partners like Ant Group, PayPal, and Stripe to access new markets, connect with more customers, and accelerate their growth.
Our global team—comprising 50+ nationalities across 10+ locations—unites under four core principles: #chooseaction, #beopen, #thinkcustomer, #gofurther, and #wintogether.
Associate Director, Customer Success (EMEA)
The Role
The Associate Director, Customer Success will lead, mentor, and scale a team of Customer Success Managers (CSMs)—ensuring seamless operational performance for clients on PPRO’s global payments platform. Based in London, this key strategic partner will bridge major regional clients (PSPs, merchants, etc.) with global technical and commercial teams.
Responsibilities
1. Team Leadership & Operational Governance
- People Management: Direct, mentor, and coach a global team of CSMs, overseeing portfolio distribution and individual performance.
- Portfolio Ownership: Manage an EMEA client portfolio while supervising team members covering APAC, US, and LATAM.
- Escalation & Resolution:
- Primary global escalation contact for complex queries and high-priority incidents.
- Guide the team in optimizing Local/Alternative Payment Methods (LPMs/APMs) for smooth merchant/subsidiary onboarding.
- Process Excellence:
- Drive scalable operational process improvements and automations for the regional portfolio.
- Lead the team in building trust-based relationships with external technical stakeholders at the executive level.
- Incident Management: Oversee strategic responses to operational/processing incidents, partnering with global technical teams for long-term fixes.
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2. Strategic Reporting & Performance Insights
- Data Strategy: Define and own structural reporting for the global portfolio, ensuring data models that reveal key processing trends.
- QBR Governance: Elevate data-driven Quarterly Business Reviews (QBRs) with clear performance insights.
- Trend Analysis: Identify systemic anomalies (volumes, conversion rates, disputes, etc.) and guide CSMs to deliver actionable cost/performance recommendations for clients.
- Technical Empowerment: Coach team members on optimizing routing efficiency, cost-of-acceptance, and processing performance.
3. Cross-Functional Leadership
- Silo-Busting: Align with Account Management, TAM (Technical Account Management), Business Analytics, Partnerships, and Support.
- Strategic Translation: Bridge technical payment flows with business strategies for stakeholders.
- Voice of the Customer: Advocate internally for product/enhancement fixes based on regional needs.
Requirements
Mandatory:
- 5–7+ years in customer success, operations, or technical account management (payments/fintech/e-commerce).
- 2+ years of people leadership or team management experience.
- Technical aptitude: Comfortable engaging with engineering/product teams on APIs, processing flows, and technical errors; able to coach team members.
- Stakeholder management: Exceptional communicators who document clarify, and drive alignment for complex requirements.
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Preferable (nice-to-haves):
- Hands-on experience with SQL/BigQuery, Datadog, or Looker Studio.
- Deep understanding of cross-border e-commerce and EMEA payment methods.
- Global async leadership experience (multi-time-zone collaboration).
- Fluency in European/other global languages.
Why Join PPRO?
- Flexible Work: Hybrid model (3 days/week onsite), 28 days’ paid holiday, and a work-from-abroad policy (30 extra days/year).
- Investment in Growth:
- GBP 500 annual L&D budget.
- Leadership cafés, on-the-job training, and upskilling opportunities.
- Wellness & Benefits:
- BUPA medical insurance + 5% pension match (Now Pensions).
- Enhanced family leave + workplace nursery scheme (salary exchange childcare).
- Contribution towards gym memberships.
- Therapy/well-being platform (1-on-1 support, guided meditations, etc.).
- Location: London HQ (Procter Street, near Holborn/Covent Garden) with a pet-friendly office and foodie-friendly proximity.
Our Principles
- We get things done: Ownership, decisions, and action.
- We act with trust and integrity: First listen, then challenge respectfully; diverse perspectives welcome.
- We put the customer first: Focused on outstanding outcomes.
- We make things better: Innovate and improve continuously.
- We work as a team: Collaboration > individual success.
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