Senior Customer Success & Operations Lead (Enterprise)

PingPong Group; Greater London; Hybrid; GBP 85,000 - 120,000; Full time

Benefits offered by this job

Private medical insurance

25 days annual leave + bank holidays

Parental leave

Job summary

PingPong Group in London is seeking a Customer Success Manager to lead our customer operations and establish an enterprise account management function from scratch. You will oversee onboarding, support, and account strategy to scale our most strategic clients.

You will manage a high‑performing team, drive revenue expansion, and partner with BD and Product on complex deals and pilots. English fluency is essential; Mandarin is a plus.

Qualifications

• 8–10 years in payments/fintech with customer operations and account management
• 2+ years leading high-performing teams
• Proven revenue expansion in account management
• Technical credibility with APIs and integrations
• Background in high-growth startups or scale-ups
• Familiar with CS tools and BI platforms
• Fluent English; Mandarin preferred

Responsibilities

• Lead customer operations team and set KPIs
• Oversee onboarding, support, and issue resolution across customer lifecycle
• Identify friction points and drive cross‑functional improvements
• Build scalable processes and leverage automation
• Provide operational insights to support deals and strategic planning
• Design and launch enterprise account management playbook
• Personally manage a portfolio of strategic accounts
• Identify value opportunities for key clients
• Collaborate with BD and Product on deals and pilots
• Translate customer insights into product feedback

Skills

Customer operations

Account management

Revenue expansion

APIs/Integrations

Data-driven

Leadership

Cross-functional collaboration

Startup/scale-up experience

English proficiency

Mandarin preferred

Tools

BI platforms

CRM tools

Analytics tools

Job description

PingPong Group in London is seeking a Customer Success Manager to lead our customer operations and establish an enterprise account management function from scratch. You will oversee onboarding, support, and account strategy to scale our most strategic clients.

You will manage a high‑performing team, drive revenue expansion, and partner with BD and Product on complex deals and pilots. English fluency is essential; Mandarin is a plus.