Associate Director, Customer Success

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 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.

1. Team Leadership & Operational Governance

People Management:

Player/Coach:

Escalation Ownership:

LPM Frameworks:

Process Scaling:

Executive Advisory:

Incident Management Oversight:

2. Strategic Reporting & Performance Insights

Data Infrastructure Ownership:

QBR Governance:

Macro Trend Analysis:

Actionable Guidance:

3. Strategic Cross-Functional Leadership

Silo-Busting:

The Strategic Translator:

Strategic Voice of the Customer:

Experience:

Technical Aptitude:

Communication & Stakeholder Management:

Advanced Data Analysis:

Cross-Border Leadership:

Global Asynchronous Leadership:

Multilingual Skills:

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. In addition to our 28-day holiday allowance, we also provide a work from abroad policy, enabling employees to work remotely for up to another 30 days per year Learning and Development - We offer a GBP 500 annual budget to support your professional growth—because investing in your development benefits us all. In addition, we provide leadership cafés, on-the-job training, and other opportunities to help you grow your skills and thrive in your role. Insurance - Because better safe than sorry - we want our employees to benefit from various insurances including a medical insurance (BUPA health care plan) and a 5% matching pension plan through Now Pensions. Enhance Family Leave - We understand the importance of family - that's why 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, supporting your physical fitness journey while easing the burden on your wallet 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 so if you’re a foodie there’s plenty nearby. The office is befitting a tech business and is set up for cross team collaboration. Pet-friendly office Because work is better with your paw-tners by your side Our Principles: We are courageous; we take ownership, make decisions and get things done.We get things done: We listen first and challenge respectfully. We seek out and leverage diverse perspectives. We welcome and offer honest and open feedback, always assuming positive intentWe act with trust and integrity: We are laser focused on delivering outstanding outcomes for our customers. We put the customer at the heart of what we do.We put the customer first: We boldly explore new ideas and have an unwavering commitment to continuous improvement.We make things better: We collaborate closely and value team success over individual achievement.We work as a team:
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