Customer Success Senior Associate

PingPong Payments; City Of London; Hybrid; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Private medical and dental insurance

25 days annual leave plus bank and UK国

Parental leave

Rapidly scaling global organization

Job summary

PingPong Payments is scaling its Europe & Americas Customer Success function and seeks a Senior Associate to own the pre-live customer journey from deal close to first live transaction.

You will coordinate with Product, Compliance and Risk, lead onboarding and configuration, manage a high-volume onboarding portfolio, and drive repeatable processes to scale. This role reports to the Chief of Staff and offers exposure to a fast-growing global payments platform.

Qualifications

• 5+ years in customer success, onboarding or implementations in payments/fintech.
• Experience managing multiple onboarding projects to deadlines.
• Technical fluency with API integrations and product configuration.
• Knowledge of KYC/AML compliance in cross-border payments onboarding.
• Familiarity with CRM and customer success tooling.

Responsibilities

• Own end-to-end pre-live onboarding journey for new customers, from onboarding to go-live.
• Project manage a high-volume onboarding portfolio to keep each on track to go-live.
• Coordinate with Product, Compliance and Risk, FI teams to troubleshoot and remove blockers.
• Act as the customer's primary contact and escalation owner during onboarding.
• Identify friction points and contribute to process fixes — playbooks, checklists, automation.
• Partner with BD and Solutions on deal structuring and risk before signing.
• Track onboarding pipeline health and report metrics to the wider team.

Skills

Customer success

Onboarding

API integrations

KYC/AML knowledge

CRM tooling

Tools

CRM

APIs

Job description

Founded in 2015, PingPong is an embedded financial infrastructure platform serving more than 200 countries. The company has processed over $350 billion in cumulative total payment volume, holds more than 60 financial licenses worldwide, and partners with the world’s largest banks. PingPong operates from 40 offices across 15 countries, supporting global enterprises with cross‑border payments, multi‑currency accounts and treasury infrastructure at scale.

We're scaling our Europe & Americas Customer Success function and looking for a Senior Associate to own the pre-live customer journey, from the moment a deal is won to a customer's first successful live transaction.

WHAT’S THE CHALLENGE?

This role sits at the centre of our go-live motion: product and channel setup, onboarding, and cross-functional problem-solving. You'll own the customer's go-live journey end-to-end, working closely with our deal teams through handoff, while also helping us build the repeatable structures that allow us to scale.

WHO YOU’LL BE WORKING WITH

This position will report directly to the Chief of Staff.

WHAT YOU’LL BE DOING

• Own the end-to-end pre-live journey for new customers, including onboarding, configuration and channel set-up, and account readiness.
• Project manage a high-volume portfolio of onboarding customers simultaneously, prioritising efficiently and keeping each on track to go-live.
• Coordinate with cross-functional teams, including Product, Compliance and Risk, FI teams — to troubleshoot and proactively remove blockers ahead of time.
• Act as the customer's primary point of contact and escalation owner during onboarding, setting expectations and managing the relationship through a high-stakes, time-sensitive period.
• Identify friction points in the onboarding journey and contribute to turning them into process fixes —playbooks, checklists, automation.
• Partner with BD and Solutions on deal structuring, flagging onboarding complexity and configuration risk before contracts are signed.
• Track and report on onboarding pipeline health (time-to-live, stage conversion, bottlenecks) to give the wider team visibility.

WHAT YOU BRING

• 5+ years of experience in customer success, implementation, or onboarding within payments, fintech, or another technical B2B environment.
• A track record of managing multiple concurrent onboarding or implementation projects to deadline.
• Technical fluency - comfortable working through API integrations, product configuration and channel set-up with customers and internal engineering teams.
• Working knowledge of KYC, AML, or other compliance requirements typical of cross-border payments onboarding, or a demonstrated ability to get up to speed quickly.
• Familiarity with CRM and customer success tooling.
• Fluent written and spoken English is required.

WHO YOU ARE

• You're an all-rounded self-starter - comfortable with ambiguity and able to solve problems today while thinking about the structure that prevents them tomorrow.
• You're highly organised and detail-oriented, but you don't lose sight of the commercial and customer relationship stakes.
• You're a clear, confident communicator who can manage customer expectations under time pressure without over-promising.
• You're comfortable pushing back cross-functionally to get blockers resolved.
• You're data-driven - you can look at onboarding metrics and spot where the process is actually breaking down.

WHAT WE OFFER

• Private medical and dental insurance.
• 25 days annual leave plus bank holidays.
• Parental leave (maternity/paternity).
• Opportunity to be part of a rapidly scaling global organization.

PingPong is proud to be an equal-opportunity employer with a global culture that embraces diversity.

We are committed to providing an environment free of unfair discrimination and harassment.