Customer Success & Implementation Director in London, Ohio at PPRO

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.

• 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.

• 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.

• 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.

• 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.

• 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.