PPRO

Associate Director, Customer Success

London, United Kingdom

Full-Time

TLDR

Lead a global CS team to ensure smooth operations on a payments platform, serving as the strategic bridge between regional clients and global tech teams.

At PPRO, we simplify access to local payments - providing a local payments platform that empowers giants like PayPal, Stripe, and Microsoft to connect with billions of consumers worldwide. We are on an ambitious, fast-paced mission to 3x our growth by 2028 - and we’re just getting started. Our magic lies in our team of proud payments nerds. Spanning over 50 nationalities across 10+ global locations, our diverse cultures aren't a checklist; they are the competitive advantage driving our innovation. This is a people-first, high trust environment where you’ll have the autonomy to make a massive impact, own your work end-to-end, and grow through broad exposure, meaningful challenges, and continuous learning. We get things done, challenge respectfully, put the customer first, and recognise that our biggest successes are those we create as a team. If you’re ready to leave your footprint on global commerce, join us. The Purpose: What You'll Be Doing

1. Team Leadership & Operational Governance

People Management: Direct, mentor, and coach a team of global Customer Success Managers, overseeing portfolio distribution and individual performance.

Player/Coach: Manage your own portfolio of EMEA based clients, whilst also managing your team who will cover APAC, US and LATAM

Escalation Ownership: Act as the primary senior escalation contact for the global portfolio, guiding the team through complex day-to-day operational queries and high-priority client incidents.

LPM Frameworks: Guide the team in optimizing Local/Alternative Payment Methods (LPMs/APMs) and establishing scalable frameworks for onboarding merchants and sub-merchants smoothly.

Process Scaling: Consistently identify, propose, and implement high-level operational process improvements and internal automations to scale the entire regional portfolio.

Executive Advisory: Support the team in building and maintaining deep, trust-based relationships with external operational and technical stakeholders at the executive level.

Incident Management Oversight: Coordinate the strategic response to operational and processing incidents, partnering with global technical teams to drive systemic, long-term preventative fixes across the portfolio.

2. Strategic Reporting & Performance Insights

Data Infrastructure Ownership: Define and own the structural reporting strategy for the global portfolio, ensuring the team proactively generates data models that surface meaningful processing trends.

QBR Governance: Oversee and elevate the delivery of clear, data-driven operational performance reviews within Quarterly Business Reviews (QBRs) conducted by your team.

Macro Trend Analysis: Review systemic anomalies and trends across regional processing volumes, conversion rates, disputes, and operational metrics to identify widespread optimization opportunities.

Actionable Guidance: Empower and guide CSMs to provide advanced actionable recommendations to clients to improve their routing efficiency, cost-of-acceptance, and overall processing performance.

3. Strategic Cross-Functional Leadership

Silo-Busting: Champion cross-functional alignment at a leadership level across the organization with Account Management, Technical Account Management (TAM), Business Analytics, Partnerships, and Support.

The Strategic Translator: Act as the senior bridge between complex global technical infrastructure teams and business units, translating technical payment flows into simple, actionable business strategies.

Strategic Voice of the Customer: Serve as the definitive internal regional voice of the customer to advocate for structural product enhancements and global operational fixes.

You'll Need to Have

Experience: Minimum of 5–7+ years of experience in a customer success, operations, or technical account management role within payments, fintech, or e-commerce, including at least 2 years of direct people management or team leadership experience.

Technical Aptitude: A strong ability to speak and engage comfortably with engineering and product teams regarding APIs, processing flows, and technical errors, with the capacity to coach team members on technical problem-solving.

Communication & Stakeholder Management: Exceptional active listening and communication skills, with a proven habit of confirming, clarifying, and documenting complex requirements before driving internal or external execution.

Nice-to-Haves

Advanced Data Analysis: Hands-on experience with data manipulation and monitoring tools; specific leadership experience utilizing SQL/BigQuery, Datadog, or Looker Studio is a distinct advantage.

Cross-Border Leadership: Deep familiarity with the cross-border e-commerce landscape and regional EMEA payment methods.

Global Asynchronous Leadership: Proven experience managing or collaborating within a multi-time-zone, global operational environment.

Multilingual Skills: Fluency in other European or global languages is a plus.

What's in it for you?

Hybrid working - We offer a hybrid structure with a 3 days / week on site expectation, so you can strike the balance between office and home working. In addition to our 28-day holiday allowance, we also provide a work from abroad policy, enabling employees to work remotely for up to another 30 days per year

Learning and Development - We offer a GBP 500 annual budget to support your professional growth—because investing in your development benefits us all. In addition, we provide leadership cafés, on-the-job training, and other opportunities to help you grow your skills and thrive in your role.

Insurance - Because better safe than sorry - we want our employees to benefit from various insurances including a medical insurance (BUPA health care plan) and a 5% matching pension plan through Now Pensions.

Enhance Family Leave - We understand the importance of family - that's why we offer enhanced family leave to support you during key life moments.

Workplace Nursery Scheme - Save on childcare through salary exchange

Gym membership - PPRO helps contribute towards the costs of your gym membership, supporting your physical fitness journey while easing the burden on your wallet

Mental Health Platform - We’ve teamed up with a top well-being platform to provide one-on-one therapy, chat therapy, therapist-led courses, guided meditations, and more.

Our HQ office on Procter Street, is a short walk from Holborn, Farringdon and Covent Garden so if you’re a foodie there’s plenty nearby. The office is befitting a tech business and is set up for cross team collaboration.

Pet-friendly office- Because work is better with your paw-tners by your side

Our Principles:

We get things done: We are courageous; we take ownership, make decisions and get things done.

We act with trust and integrity: We listen first and challenge respectfully. We seek out and leverage diverse perspectives. We welcome and offer honest and open feedback, always assuming positive intent

We put the customer first: We are laser focused on delivering outstanding outcomes for our customers. We put the customer at the heart of what we do.

We make things better: We boldly explore new ideas and have an unwavering commitment to continuous improvement.

We work as a team: We collaborate closely and value team success over individual achievement.

Benefits

Health Insurance

Insurance - Because better safe than sorry - we want our employees to benefit from various insurances including a medical insurance (BUPA health care plan) and a 5% matching pension plan through Now Pensions.

Learning Budget

Learning and Development - We offer a GBP 500 annual budget to support your professional growth—because investing in your development benefits us all. In addition, we provide leadership cafés, on-the-job training, and other opportunities to help you grow your skills and thrive in your role.

Company principles and culture

Our Principles: We get things done... We act with trust and integrity... We put the customer first... We make things better... We work as a team.

Paid Parental Leave

Enhance Family Leave - We understand the importance of family - that's why we offer enhanced family leave to support you during key life moments.

Remote-Friendly

Hybrid working - We offer a hybrid structure with a 3 days / week on site expectation, so you can strike the balance between office and home working. In addition to our 28-day holiday allowance, we also provide a work from abroad policy, enabling employees to work remotely for up to another 30 days per year

Wellness Stipend

Mental Health Platform - We’ve teamed up with a top well-being platform to provide one-on-one therapy, chat therapy, therapist-led courses, guided meditations, and more.

PPRO

PPRO simplifies access to local payment methods, enabling businesses to sell goods and services globally in their customers' preferred ways. We empower partners such as Ant Group, PayPal, and Stripe by helping them reach new markets and accelerate growth, backed by a diverse international team.

Founded: Founded 2006
Employees: 201-500 employees
Industry: Internet Software & Services
Total raised: $50M raised

View company profile

Associate Director