Customer Success & Implementation Director

PPRO

Leading Customer Success & Implementation at PPRO, enhancing onboarding and client satisfaction for a payment platform. Overseeing global teams and ensuring alignment across operations.

Posted 7/24/2026full-timeLondon • 🇬🇧 United KingdomLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading global teams in Customer Success and Implementation Management, with a focus on operational process improvements, technical automation, and effective communication with cross-functional departments. Proven ability to manage complex client requirements and optimize performance metrics within the payments, fintech, or e-commerce sectors.

Highest-signal resume keywords

Customer Success ManagementImplementation ManagementOperational Process ImprovementTechnical AutomationPeople Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Project DeliveryPerformance MetricsAPI CommunicationTechnical ExecutionOperational Handoff Frameworks

Soft Skills

Active ListeningCommunication Skills

Industry Keywords

PaymentsFintechE-CommerceClient Friction ManagementCross-Functional Alignment

About the role

Key responsibilities & impact

Lead and mentor a global team of managers and individual contributors in Customer Success and Implementation Management
Act as senior escalation contact for complex operational queries
Unify operations across multiple time zones with standardized playbooks and performance metrics
Identify and implement operational process improvements and technical automations
Establish clear operational handoff frameworks for clients
Govern implementation management framework to ensure timely project delivery and technical execution
Monitor and optimize time-to-activation metrics for merchant processing volumes
Manage partner risks and ongoing client friction to protect recurring gross profit base
Champion cross-functional alignment with various departments and serve as internal voice of the customer

Requirements

What you’ll need

Minimum of 8+ years of experience in customer success, implementation management, or technical delivery within payments, fintech, or e-commerce
Direct people management or leading multi-disciplinary global teams experience
Strong ability to communicate with engineering and product teams about APIs and configuration
Exceptional active listening and communication skills
Must confirm and clarify complex client requirements before internal execution

Benefits

Comp & perks

Hybrid working with 3 days/week on site expectation
28-day holiday allowance
Work from abroad policy, enabling remote work for up to another 30 days per year
GBP 500 annual budget for professional growth
Leadership cafés, on-the-job training, and other opportunities for skill growth
Medical insurance (BUPA health care plan)
5% matching pension plan through Now Pensions
Enhanced family leave
Workplace nursery scheme
Gym membership contribution
Access to a mental health platform offering therapy and courses