At a Glance
- Tasks: Lead and mentor a global team of Customer Success Managers on our payments platform.
- Company: Join a dynamic fintech company focused on customer success and innovation.
- Benefits: Enjoy a £500 learning budget, medical insurance, gym contributions, and mental health support.
- Other info: Work in a collaborative culture with excellent career growth opportunities.
- Why this job: Make a real impact by enhancing customer experiences in a fast-paced global environment.
- Qualifications: 5-7 years in customer success or operations, with strong technical and people management skills.
The predicted salary is between 70000 - 90000 £ per year.
The Associate Director, Customer Success is responsible for leading, mentoring, and scaling a team of Customer Success Managers (CSMs) on our global payments platform, acting as the strategic operational leader and key partner to Account Management leadership.
Responsibilities
- Lead, mentor, and scale a global team of Customer Success Managers on the payments platform.
- Act as the strategic operational leader and key partner to Account Management leadership, overseeing day‑to‑day team operations, guiding resolution of complex payment issues, ensuring robust regional transaction data analysis, and driving macro‑level initiatives to elevate the customer experience.
- People Management: Direct, mentor, and coach a team of global CSMs, overseeing portfolio distribution and individual performance.
- Player/Coach: Manage your own portfolio of EMEA‑based clients while your team covers APAC, US, and LATAM escalation.
- Escalation
Ownership: Serve as the primary senior escalation contact for the global portfolio, guiding the team through complex 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.
- 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 routing efficiency, cost of acceptance, and overall processing performance.
- Silo‑Busting: Champion cross‑functional alignment at a leadership level across Account Management, Technical Account Management, 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.
Qualifications
- Minimum of 5‑7+ years 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 experience.
- Strong technical aptitude: ability to engage comfortably with engineering and product teams regarding APIs, processing flows, and technical errors, and to coach team members on technical problem‑solving.
- Exceptional active listening and communication skills, with a proven habit of confirming, clarifying, and documenting complex requirements before driving internal or external execution.
- Hands‑on experience with data manipulation and monitoring tools; specific leadership experience utilizing SQL/Big Query, Datadog, or Looker Studio is a distinct advantage.
- Deep familiarity with the cross‑border e‑commerce landscape and regional EMEA payment methods.
- Proven experience managing or collaborating within a multi‑time‑zone, global operational environment.
- Fluency in other European or global languages is a plus.
Benefits
- £500 annual Learning and Development budget.
- Medical insurance (BUPA health care plan).
- 5% pension matching through Now Pensions.
- Enhanced Family Leave to support key life moments.
- Workplace Nursery Scheme – childcare cost savings through salary exchange.
- Gym membership contribution.
- Mental Health Platform with one‑on‑one therapy, chat therapy, therapist‑led courses, guided meditations, and more.
- #J-18808-Ljbffr
Associate Director, Customer Success in City of Westminster employer: PPRO Financial Ltd
As an Associate Director in Customer Success, you will thrive in a dynamic and supportive work environment that prioritises employee growth and well-being. Our company offers a robust benefits package, including a generous learning and development budget, medical insurance, and mental health support, all designed to foster a culture of continuous improvement and collaboration. Located in a vibrant area, we encourage a healthy work-life balance while empowering you to lead a global team and make a significant impact on our customers' success.
