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Customer Success & Implementation Director
PPROLondonSenior8+ years
Apply 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.
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 & 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.
What You'll Be Doing
1. Team Leadership & Global Governance
2. Commercial Execution & Delivery Tracking
3. Strategic Cross-Functional Leadership
You'll Need to Have
Nice-to-Haves
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 get things done: We are courageous; we take ownership, make decisions and get things done.
We act with trust and integrity: We listen first and challenge respectfully. We seek out and leverage diverse perspectives. We welcome and offer honest and open feedback, always assuming positive intent
We put the customer first: We are laser focused on delivering outstanding outcomes for our customers. We put the customer at the heart of what we do.
We make things better: We boldly explore new ideas and have an unwavering commitment to continuous improvement.
We work as a team: We collaborate closely and value team success over individual achievement.