At a Glance
- Tasks: Lead customer operations and enhance enterprise account management for global growth.
- Company: Join PingPong, a leading cross-border payments platform with a mission to digitise trade.
- Benefits: Enjoy private medical insurance, pension scheme, and 25 days annual leave.
- Other info: Dynamic office-first culture in London with a commitment to diversity and inclusion.
- Why this job: Shape customer success strategies and make a real impact in a fast-paced environment.
- Qualifications: 8-10 years in payments/fintech with strong leadership and customer operations experience.
The predicted salary is between 70000 - 90000 £ per year.
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
- 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.
- 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
- Private medical 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.
Senior Customer Success & Enterprise Accounts Lead employer: PingPong Payments
PingPong is an exceptional employer, offering a dynamic work environment in the heart of London where innovation meets collaboration. With a strong focus on employee growth and development, we provide comprehensive benefits including private medical insurance, a pension scheme, and generous annual leave, all while fostering a culture that values diversity and inclusion. Join us to be part of a rapidly scaling company that empowers you to shape customer success and drive meaningful impact in the fintech space.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success & Enterprise Accounts Lead
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Show them you’re not just another candidate; you’re genuinely interested in their mission and values.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role. Highlight your achievements in customer success and account management to stand out.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step.
We think you need these skills to ace Senior Customer Success & Enterprise Accounts Lead
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Senior Customer Success & Enterprise Accounts Lead. Highlight your experience in payments and customer operations, and don’t forget to showcase any leadership roles you've had. We want to see how you can bring value to our team!
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 entrepreneurial spirit aligns with our mission at PingPong. Be sure to mention specific examples of how you've driven revenue expansion or improved customer experiences.
Showcase Your Technical Credibility:Since this role involves discussing APIs and technical implementations, make sure to include any relevant technical skills or experiences in your application. We love candidates who can bridge the gap between customer needs and technical solutions!
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and we’ll be able to track your application better. Plus, it shows us you’re serious about 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 customer success metrics relevant to the role. Understand how KPIs are set and measured in customer operations, especially in a fintech context. This will show that you’re not just familiar with the theory but can also apply it practically.
✨Demonstrate Your Leadership Style
Be ready to discuss your experience managing high-performing teams. Share specific examples of how you've developed team members and set clear expectations. Highlight your approach to fostering a customer-centric culture within your team, as this aligns perfectly with what PingPong is looking for.
✨Showcase Your Problem-Solving Skills
Prepare to talk about friction points you've identified in previous roles and how you addressed them. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will demonstrate your analytical ability and your knack for driving systematic improvements.
✨Engage with Their Mission
Familiarise yourself with PingPong's mission to digitise trade and simplify global growth. Be prepared to discuss how your background in payments and customer success can contribute to this mission. Showing genuine enthusiasm for their goals will help you stand out as a candidate who truly aligns with their vision.
