Customer Success Manager

PPRO

. Act as the primary operational contact for your assigned portfolio, leading the resolution of day-to-day operational queries.

Posted 7/3/2026full-timeChicago • 🇺🇸 United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in operational management within the payments and fintech sectors, focusing on client configurations, process improvements, and compliance adherence. Proficient in data analysis and reporting, with strong communication skills to bridge technical and business teams.

Highest-signal resume keywords

Client Configuration ManagementOperational Process ImprovementData Analysis and ReportingTechnical Aptitude in APIsFluency in English

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational ManagementData ManipulationSQLBigQueryLooker StudioChargeback ManagementFraud MitigationPayment ProcessingCompliance AdherenceTechnical Account Management

Soft Skills

Active ListeningRelationship BuildingClear CommunicationProblem SolvingCollaboration

Tools & Technologies

DatadogPayment InfrastructureCross-Border Payment NetworksE-Commerce Platforms

Industry Keywords

FintechE-CommerceLocal Payment MethodsAlternative Payment MethodsMulti-Time-Zone EnvironmentLATAM Cards

Tech Stack

Tools & technologies

BigQuerySQL

About the role

Key responsibilities & impact

Act as the primary operational contact for your assigned portfolio, leading the resolution of day-to-day operational queries.
Own the end-to-end management of client configurations, settings, and billing parameters, collaborating closely with internal teams.
Ensure new and existing Local/Alternative Payment Methods (LPMs/APMs) operate optimally, smoothly onboarding merchants and sub-merchants.
Consistently identify, propose, and implement operational process improvements and internal automations to scale your portfolio.
Build and maintain deep, trust-based relationships with external operational and technical stakeholders.
Coordinate the resolution of operational and processing incidents, collaborating closely with global technical teams to drive long-term preventative fixes.
Understand and own the structural reporting needs for your portfolio, proactively generating reports and surfacing meaningful trends.
Deliver clear, data-driven operational performance reviews within QBRs.
Analyze systemic anomalies and trends across processing volumes, conversion rates, disputes, and operational metrics.
Provide actionable recommendations to clients to improve their routing efficiency, cost-of-acceptance, and overall processing performance.
Guide clients through effective management of chargebacks, fraud ratios, and dispute mitigation processes.
Ensure strict client adherence to global payment scheme rules, local compliance mandates, and operational standards.
Partner closely with internal Risk, AML, and Compliance teams to address fraud patterns or local regulatory requests.
Partner across the organization with Account Management, Technical Account Management (TAM), Business Analytics, Partnerships, and Support.
Act as the bridge between technical and business teams, translating complex payment infrastructure concepts into simple, actionable language.
Serve as the definitive internal voice of the customer to advocate for product enhancements and operational fixes.

Requirements

What you’ll need

Native or professional fluency in English (written and spoken) is required.
Minimum of 2–3 years of experience in a customer success, operations, or technical account management role ideally within payments, fintech, or e-commerce.
Technical Aptitude: The ability to speak and engage comfortably with engineering and product teams regarding APIs, processing flows, and technical errors.
Exceptional active listening skills, with a proven habit of confirming and clarifying complex requirements before transmitting information internally or externally.
Hands-on experience with data manipulation and monitoring tools; specific experience with SQL/BigQuery, Datadog, or Looker Studio is a distinct advantage.
Familiarity with the cross-border e-commerce landscape, LATAM cards or real-time payment networks is a plus.
Experience working in a multi-time-zone environment is a plus.
Fluency in other languages is a plus.

Benefits

Comp & perks

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.
30-day holiday allowance
Work from abroad policy, enabling employees to work remotely for up to another 30 days per year
700 USD annual budget to support your professional growth
Leadership cafés, on-the-job training, and other opportunities to help you grow your skills
Insurance including medical insurance (health, dental and vision), disability insurance, life insurance, and travel insurance.
Health Savings Account (HSA) and 401k plan
Enhanced family leave
Gym membership contribution
One-on-one therapy, chat therapy, therapist-led courses, guided meditations, and more.