Customer Success Manager

Job description

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 Manager (CSM) is responsible for ensuring the smooth operational performance of clients on our global payments platform. Acting as the strategic operational partner to Account Management, this role manages day-to-day operational requests, resolves complex payment issues, analyzes transaction data, and proactively looks to improve the overall customer experience. Based in Chicago, you will serve as a critical bridge between major regional clients (including PSPs, marketplaces, and merchants) and our global technical and commercial teams. ### What you'll be doing: Operational Ownership - Primary Contact: Act as the primary operational contact for your assigned portfolio, leading the resolution of day-to-day operational queries - Configuration & Billing: Own the end-to-end management of client configurations, settings, and billing parameters, collaborating closely with internal teams. - LPM Optimization: Ensure new and existing Local/Alternative Payment Methods (LPMs/APMs) operate optimally, smoothly onboarding merchants and sub-merchants. - Continuous Improvement: Consistently identify, propose, and implement operational process improvements and internal automations to scale your portfolio. - Trusted Advisor: Build and maintain deep, trust-based relationships with external operational and technical stakeholders. ● Incident Management: Coordinate the resolution of operational and processing incidents, collaborating closely with global technical teams to drive long-term preventative fixes. Reporting & Performance Insights - Data Ownership: Understand and own the structural reporting needs for your portfolio, proactively generating reports and surfacing meaningful trends. - Quarterly Business Reviews: Deliver clear, data-driven operational performance reviews within QBRs. - Trend Analysis: Analyze systemic anomalies and trends across processing volumes, conversion rates, disputes, and operational metrics. - Actionable Insights: Provide actionable recommendations to clients to improve their routing efficiency, cost-of-acceptance, and overall processing performance. Disputes, Risk & Compliance Coordination - Dispute Guidance: Guide clients through effective management of chargebacks, fraud ratios, and dispute mitigation processes. - Scheme Rules: Ensure strict client adherence to global payment scheme rules, local compliance mandates, and operational standards. - Risk Collaboration: Partner closely with internal Risk, AML, and Compliance teams to address fraud patterns or local regulatory requests. Cross-Functional Collaboration - Silo-Busting: Partner across the organization with Account Management, Technical Account Management (TAM), Business Analytics, Partnerships, and Support. - The Translator: Act as the bridge between technical and business teams, translating complex payment infrastructure concepts into simple, actionable language. - Voice of the Customer: Serve as the definitive internal voice of the customer to advocate for product enhancements and operational fixes. ### What you'll need: - Language Fluency: Native or professional fluency in English (written and spoken) is required. You must be entirely comfortable presenting to local clients and collaborating asynchronously with global teams in English. - 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. - Communication: Exceptional active listening skills, with a proven habit of confirming and clarifying complex requirements before transmitting information internally or externally. Nice-to-Haves - Data Analysis: Hands-on experience with data manipulation and monitoring tools; specific experience with SQL/BigQuery, Datadog, or Looker Studio is a distinct advantage. - Cross-Border Expertise: Familiarity with the cross-border e-commerce landscape, LATAM cards or real-time payment networks. - Global Asynchronous Work: Experience working in a multi-time-zone environment - Fluency in other languages is a plus.