At a Glance
- Tasks: Lead a global team to enhance customer success and streamline implementation processes.
- Company: Join PPRO, a dynamic payments platform empowering global giants like PayPal and Microsoft.
- Benefits: Enjoy hybrid working, generous holiday allowance, and a GBP 500 annual development budget.
- Other info: Be part of a diverse team that values collaboration and continuous improvement.
- Why this job: Make a real impact in global commerce while growing your career in a supportive environment.
- Qualifications: 8+ years in customer success or implementation management, with strong leadership skills.
The predicted salary is between 80000 - 100000 £ per year.
At PPRO, we simplify access to local payments - providing a local payments platform that empowers giants like PayPal, Stripe, and Microsoft to connect with billions of consumers worldwide. We are on an ambitious, fast-paced mission to 3x our growth by 2028 - and we’re just getting started.
Our magic lies in our team of proud payments nerds. Spanning over 50 nationalities across 10+ global locations, our diverse cultures aren't a checklist; they are the competitive advantage driving our innovation. This is a people-first, high trust environment where you’ll have the autonomy to make a massive impact, own your work end-to-end, and grow through broad exposure, meaningful challenges, and continuous learning. We get things done, challenge respectfully, put the customer first, and recognise that our biggest successes are those we create as a team. If you’re ready to leave your footprint on global commerce, join us.
The Purpose: The Customer Success & Implementation Director is responsible for leading, scaling, and aligning PPRO's global Customer Success and Implementation Management functions. Acting as a strategic operational leader and key partner to commercial and account management leadership, this role oversees the long-term operational health of our live client portfolio while accelerating the technical time-to-market for onboarding merchants. Under your leadership, the department will execute two distinct remits: Customer Success Managers (CSMs) will assume permanent operational account ownership to maximize client retention and satisfaction, while Implementation Managers (IMs) will deliver time-bound, results-oriented technical projects focused on minimizing delivery cycles and maximizing transactional volume ramp-up times.
What You'll Be Doing
- Team Leadership & Global Governance
- People Management: Direct, mentor, and coach a global team of managers and individual contributors across the Customer Success and Implementation disciplines, overseeing portfolio distribution, resource capacity, and individual performance.
- Escalation Ownership: Act as the primary senior escalation contact for the global portfolio, guiding the teams through complex day-to-day operational queries, integration blockers, and high-priority client incidents.
- Global-Local Alignment: Unify operations across multiple time zones (including EMEA, APAC, US, and LATAM), deploying standardized global playbooks and performance metrics while ensuring responsive regional execution.
- Process Scaling: Consistently identify, propose, and implement macro-level operational process improvements and internal technical automations to compress onboarding cycles, slash manual configuration efforts, and eliminate billing leakages.
- Commercial Execution & Delivery Tracking
- Lifecycle Ownership: Establish clear operational handoff frameworks that transition clients smoothly from pre-sales technical validation, into active implementation, and ultimately into steady-state account management.
- Time-Bound Project Delivery: Govern the Implementation Management framework to ensure integration delivery, go-live technical execution, and hypercare support are completed within strict target milestones.
- Volume Ramp-Up Optimization: Monitor and optimize time-to-activation metrics, ensuring newly boarded merchants efficiently scale their processing volumes to directly realize commercial targets.
- Revenue Protection: Direct the Customer Success team in managing systemic partner risks, mitigating operational noise, and resolving ongoing client friction to insulate and protect PPRO's recurring gross profit base.
- Strategic Cross-Functional Leadership
- Silo-Busting: Champion cross-functional alignment at a leadership level across the organization with Account Management, Sales Engineering, Product, and Support.
- The Strategic Translator: Act as the senior bridge between complex global technical infrastructure teams and commercial business units, translating complex API behaviors and technical limitations into simple, actionable business strategies.
- Strategic Voice of the Customer: Serve as the definitive internal voice of the customer, transforming project friction, operational trends, and client feedback into systematic inputs for product roadmap prioritization.
You'll Need to Have
- Communication: You must be entirely comfortable presenting operational strategies to senior clients and collaborating asynchronously with global teams.
- Experience: Minimum of 8+ years of experience in a customer success, implementation management, or technical delivery leadership role within payments, fintech, or e-commerce, including a proven track record of direct people management or leading multi-disciplinary global teams.
- Technical Aptitude: A strong ability to speak and engage comfortably with engineering and product teams regarding APIs, processing flows, and setup configurations, with the capacity to coach team members on advanced technical problem-solving.
- Communication & Stakeholder Management: Exceptional active listening and communication skills, with a proven habit of confirming, clarifying, and documenting complex multi-region client requirements before driving internal execution.
Nice-to-Haves
- Advanced Data Analysis: Hands-on or leadership experience utilizing data manipulation and monitoring tools (such as SQL, BigQuery, Datadog, or Looker Studio) to identify widespread processing anomalies or optimize routing metrics.
- Cross-Border Expertise: Deep familiarity with the cross-border e-commerce landscape and alternative regional payment methods.
- Global Asynchronous Leadership: Proven experience managing or collaborating within a multi-time-zone, global operational environment.
- Multilingual Skills: Fluency in other major regional or European 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, so you can strike the balance between office and home working.
- Learning and Development - We offer a GBP 500 annual budget to support your professional growth—because investing in your development benefits us all.
- Insurance - 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’ve teamed up with a top well-being platform to provide one-on-one therapy, chat therapy, therapist-led courses, guided meditations, and more.
Our HQ office on Procter Street, is a short walk from Holborn, Farringdon and Covent Garden. The office is set up for cross team collaboration and is pet-friendly.
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.
Customer Success & Implementation Director in London employer: PPRO
At PPRO, we pride ourselves on being an exceptional employer that champions innovation and collaboration within a diverse global team. Our London office offers a vibrant work culture with hybrid working options, generous benefits including enhanced family leave and a focus on employee development through dedicated learning budgets. Join us to be part of a mission-driven company that values your contributions and supports your professional growth while enjoying a pet-friendly environment and a commitment to mental well-being.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success & Implementation Director in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PPRO. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like PPRO before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success & Implementation Director in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to PPRO:Your cover letter is your chance to shine! Tell us why you want to work at PPRO specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at PPRO!
How to prepare for a job interview at PPRO
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
