At a Glance
- Tasks: Lead customer operations and enhance onboarding experiences for strategic accounts.
- Company: Join PingPong, a global leader in cross-border payments with a mission to digitise trade.
- Benefits: Enjoy competitive salary, private medical insurance, and 25 days annual leave.
- Other info: Dynamic office-first culture with a focus on collaboration and diversity.
- Why this job: Shape customer success strategies and make a real impact in a fast-growing company.
- Qualifications: 8-10 years in payments/fintech with strong leadership and account management experience.
The predicted salary is between 60000 - 80000 £ per year.
PingPong is on a mission to digitize trade, simplifying global growth for businesses. With $300B+ in payments processed, we are one of the world’s leading cross-border platforms – and we’re just getting started. PingPong currently has 38 offices in 15 countries and over 1,500 employees. Our international presence helps businesses solve complex payment needs in every major economy across all time zones.
The Customer Success Manager will lead our customer operations team to deliver world-class support and onboarding experiences and help scale our enterprise account management function from the ground up. This is a rare opportunity to shape how we retain and grow our most strategic accounts while ensuring operational excellence across our customer base.
WHAT YOU’LL BE DOING- Customer Operations Leadership
- Manage and develop our customer operations team, setting clear KPIs and maintaining a high level of customer satisfaction.
- Oversee day-to-day operations across all aspects of our business that impact our customer experience, from onboarding to transactions to issue resolution.
- Identify friction points in the customer journey and work cross-functionally to drive systematic improvements.
- Build scalable processes and leverage automation to improve team efficiency.
- Provide commercial teams with operational insight to support deal structuring and strategic planning.
- Enterprise Account Management
- Help design and launch our enterprise account management function, defining the playbook, engagement model and success metrics.
- Personally manage a portfolio of strategic accounts, building deep relationships with these accounts.
- Proactively identify ways to add value for our key clients.
- Partner with BD and Product to structure complex deals and pilot new solutions with strategic accounts.
- Translate customer insights into actionable product feedback.
- 8 - 10 years of experience in payments/fintech (PSPs, cross-border payments, banking, or related) — with a mix of customer operations and account management experience.
- 2+ years managing high-performing teams.
- Proven track record of revenue expansion in an account management role.
- Technical credibility – comfortable discussing APIs, integration and technical implementations.
- Background in high-growth startup or scale-up environments.
- Familiarity with customer success tools and business intelligence platforms.
- Fluent written and spoken English is required. Mandarin proficiency is preferred.
- You are entrepreneurial - comfortable with ambiguity, move fast and don’t need perfect instructions to get started.
- You are equally comfortable being hands-on with strategic accounts and providing leadership to a team.
- You understand operational detail and are able to build scalable processes but can also spot and act on commercial opportunities.
- You are customer-centric and genuinely care about customer outcomes.
- You thrive in fast-changing environments and find pragmatic ways forward.
- You are data-driven and have the analytical ability to look at operational data to identify underlying issues and develop pragmatic and innovative solutions.
- Excellent communication and relationship-building skills – able to influence internal and external stakeholders.
- Competitive salary.
- Private medical insurance.
- Dental insurance.
- Salary sacrifice benefits.
- Pension Scheme.
- 25 days annual leave plus bank holidays.
- Enhanced Parental leave (maternity/paternity).
This role is based out of our London office. We are an office-first company and value in-person collaboration. If you are excited about this role but your experience doesn’t align perfectly with every qualification, we encourage you to apply anyway. You may be just the right candidate for this or other roles. PingPong is proud to be an equal-opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment.
Customer Success Manager employer: PingPong Payments
At PingPong, we pride ourselves on being a dynamic and innovative employer that champions employee growth and collaboration. Our London office fosters a vibrant work culture where you can lead impactful customer operations while enjoying competitive benefits such as private medical insurance, enhanced parental leave, and a generous annual leave policy. Join us to be part of a global team dedicated to simplifying trade and driving meaningful change in the fintech landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those at PingPong. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research PingPong's mission and values, and think about how your experience aligns with their goals. Show them you're not just another candidate.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online resources. The more comfortable you are talking about your experience and skills, the better you'll come across.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're genuinely interested in being part of the PingPong team.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Customer Success Manager role. Highlight your experience in payments and customer operations, and don’t forget to sprinkle in some of those key skills mentioned in the job description!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about customer success and how your background makes you the perfect fit for our team. Keep it engaging and personal!
Showcase Your Achievements:When detailing your past roles, focus on specific achievements that demonstrate your ability to drive customer satisfaction and revenue growth. Numbers speak volumes, so don’t shy away from sharing metrics!
Apply Through Our Website:We love it when candidates apply directly through our website! It helps us keep track of applications and ensures you get the best experience. Plus, it shows you’re genuinely interested in joining our team!
How to prepare for a job interview at PingPong Payments
✨Know Your Customer Success Metrics
Before the interview, brush up on key performance indicators (KPIs) relevant to customer success. Be ready to discuss how you’ve used metrics to drive customer satisfaction and operational excellence in your previous roles.
✨Showcase Your Leadership Style
Prepare examples that highlight your experience in managing high-performing teams. Think about specific challenges you've faced and how you motivated your team to achieve their goals, especially in a fast-paced environment.
✨Understand the Product and Market
Familiarise yourself with PingPong’s services and the fintech landscape. Be prepared to discuss how you can leverage your technical credibility to enhance customer experiences and drive revenue expansion.
✨Demonstrate Your Problem-Solving Skills
Think of instances where you identified friction points in the customer journey and implemented solutions. Be ready to share these stories, focusing on your analytical approach and the impact of your actions on customer outcomes.
