Associate Director, Customer Success

At PPRO, our mission is to simplify access to local payment methods and our vision is to enable the sale of goods and services to anyone in the world using their preferred way to pay. We empower partners such as Ant Group, PayPal and Stripe to access new markets, connect with more customers, and accelerate their growth. Our strength lies in our diverse global team with 50+ nationalities and 10+ international locations, all united around one goal – to deliver the best possible products and services to our partners and customers.

Purpose: The Associate Director, Customer Success is responsible for leading, mentoring, and scaling a team of Customer Success Managers (CSMs) who ensure the smooth operational performance of clients on our global payments platform. Acting as the strategic operational leader and key partner to Account Management leadership, this role oversees day-to-day team operations, guides the resolution of complex payment issues, ensures robust regional transaction data analysis, and proactively drives macro-level initiatives to elevate the overall customer experience. Based in London, you will lead a team that serves as a critical bridge between major regional clients (including PSPs and merchants) and our global technical and commercial teams.

What You'll Do:

• Team Leadership: Specific leadership experience utilizing SQL/BigQuery, Datadog, or Looker Studio is a distinct advantage.
• Cross‑Border Leadership: Deep familiarity with the cross‑border e‑commerce landscape and regional EMEA payment methods.
• Global Asynchronous Leadership: Proven experience managing or collaborating within a multi‑time‑zone, global operational environment.
• Multilingual Skills: Fluency in other European or global 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.
• Learning and Development – We offer a GBP 500 annual budget to support your professional growth.
• Insurance – We provide various insurances including a medical insurance (BUPA health care plan) and a 5% matching pension plan through Now Pensions.
• Enhanced Family Leave – 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.
• Mental Health Platform – We provide one‑on‑one therapy, chat therapy, therapist‑led courses, guided meditations, and more.
• Our HQ office – On Procter Street, a short walk from Holborn, Farringdon and Covent Garden.
• 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 put the customer first: We are laser focused on delivering outstanding outcomes for our customers.
• 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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans.