Customer Success Manager in London

PingPong is on a mission to digitize trade, simplifying global growth for businesses. With $300B+ in payments processed, we're 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.

Now, we're scaling and looking for a Customer Success Manager to build and lead our customer operations function while establishing a scalable enterprise account management capability from scratch.

WHAT'S THE CHALLENGE

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 maintain 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.

WHAT YOU BRING

• 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.

WHO YOU ARE

• 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.

WHAT WE OFFER

• 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're 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.