The Role
Lead and scale global Customer Success and Implementation teams to shorten onboarding cycles, own post-sale account operations, manage escalations, optimize time-to-activation and revenue protection, and translate technical constraints into commercial strategy while driving cross-functional alignment.
Summary Generated by Built In
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.
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:
The Customer Success & Implementation Director is responsible for leading, scaling, and aligning PPRO's global Customer Success and Implementation Management functions. Acting as a strategic operational leader and key partner to commercial and account management leadership, this role oversees the long-term operational health of our live client portfolio while accelerating the technical time-to-market for onboarding merchants.
Under your leadership, the department will execute two distinct remits: Customer Success Managers (CSMs) will assume permanent operational account ownership to maximize client retention and satisfaction, while Implementation Managers (IMs) will deliver time-bound, results-oriented technical projects focused on minimizing delivery cycles and maximizing transactional volume ramp-up times.
What You'll Be Doing
- People Management: Direct, mentor, and coach a global team of managers and individual contributors across the Customer Success and Implementation disciplines, overseeing portfolio distribution, resource capacity, and individual performance.
- Escalation Ownership: Act as the primary senior escalation contact for the global portfolio, guiding the teams through complex day-to-day operational queries, integration blockers, and high-priority client incidents.
- Global-Local Alignment: Unify operations across multiple time zones (including EMEA, APAC, US, and LATAM), deploying standardized global playbooks and performance metrics while ensuring responsive regional execution.
- Process Scaling: Consistently identify, propose, and implement macro-level operational process improvements and internal technical automations to compress onboarding cycles, slash manual configuration efforts, and eliminate billing leakages. 2. Commercial Execution & Delivery Tracking
- Lifecycle Ownership: Establish clear operational handoff frameworks that transition clients smoothly from pre-sales technical validation, into active implementation, and ultimately into steady-state account management.
- Time-Bound Project Delivery: Govern the Implementation Management framework to ensure integration delivery, go-live technical execution, and hypercare support are completed within strict target milestones.
- Volume Ramp-Up Optimization: Monitor and optimize time-to-activation metrics, ensuring newly boarded merchants efficiently scale their processing volumes to directly realize commercial targets.
- Revenue Protection: Direct the Customer Success team in managing systemic partner risks, mitigating operational noise, and resolving ongoing client friction to insulate and protect PPRO's recurring gross profit base. 3. Strategic Cross-Functional Leadership
- Silo-Busting: Champion cross-functional alignment at a leadership level across the organization with Account Management, Sales Engineering, Product, and Support.
- The Strategic Translator: Act as the senior bridge between complex global technical infrastructure teams and commercial business units, translating complex API behaviors and technical limitations into simple, actionable business strategies.
- Strategic Voice of the Customer: Serve as the definitive internal voice of the customer, transforming project friction, operational trends, and client feedback into systematic inputs for product roadmap prioritization.
1. Team Leadership & Global Governance
You'll Need to Have
- Communication: You must be entirely comfortable presenting operational strategies to senior clients and collaborating asynchronously with global teams.
- Experience: Minimum of 8+ years of experience in a customer success, implementation management, or technical delivery leadership role within payments, fintech, or e-commerce, including a proven track record of direct people management or leading multi-disciplinary global teams.
- Technical Aptitude: A strong ability to speak and engage comfortably with engineering and product teams regarding APIs, processing flows, and setup configurations, with the capacity to coach team members on advanced technical problem-solving.
- Communication & Stakeholder Management: Exceptional active listening and communication skills, with a proven habit of confirming, clarifying, and documenting complex multi-region client requirements before driving internal execution.
Nice-to-Haves
- Advanced Data Analysis: Hands-on or leadership experience utilizing data manipulation and monitoring tools (such as SQL, BigQuery, Datadog, or Looker Studio) to identify widespread processing anomalies or optimize routing metrics.
- Cross-Border Expertise: Deep familiarity with the cross-border e-commerce landscape and alternative regional payment methods.
- Global Asynchronous Leadership: Proven experience managing or collaborating within a multi-time-zone, global operational environment.
- Multilingual Skills: Fluency in other major regional or European 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.
Skills Required
- Minimum 8+ years in customer success, implementation management, or technical delivery leadership within payments, fintech, or e-commerce with direct people management experience
- Proven people management experience leading global, multi-disciplinary teams and overseeing portfolio distribution and capacity
- Strong technical aptitude engaging with engineering and product on APIs, processing flows, and setup configurations; able to coach teams on advanced technical problem-solving
- Comfortable presenting operational strategies to senior clients and collaborating asynchronously across global teams
- Exceptional stakeholder management, active listening, and documentation of complex multi-region client requirements
- Hands-on or leadership experience with data manipulation and monitoring tools (SQL)
- Experience with BigQuery
- Experience with Datadog
- Experience with Looker Studio
- Deep familiarity with cross-border e-commerce and alternative regional payment methods
- Proven experience managing or collaborating within multi-time-zone global operations
- Multilingual skills
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The Company
What We Do
PPRO is a fintech company that provides digital payments infrastructure to businesses and banks so that they can scale their checkout, acquiring, and risk services through one connection. Payment platforms, acquirers, and merchants that plug into PPRO’s infrastructure are able to access payment methods, fraud screening tools, and other essential products from multiple providers. Every product can be deployed and controlled with clicks, not code. And with the company's orchestration layer directing process flows and data like clockwork, PPRO’s partners can rest easy knowing they’re delivering seamless end-to-end services to their customers. Citi, PayPal, and Stripe are just some of the names that depend on PPRO to accelerate their roadmaps, boost their conversions, and eliminate the complexities of digital payments.
