Customer Success & Implementation Director

Roman Health Pharmacy LLC; London (OH); On-site; USD 150,000 - 190,000; Full time

Job summary

PPRO is seeking a Customer Success & Implementation Director to lead and scale its global CS and Implementation Management functions. You will partner with commercial leadership to align live client health with onboarding acceleration, time-to-market, and revenue preservation.

You will manage a global team across time zones, drive lifecycle ownership from pre-sales through steady-state account management, and optimize delivery milestones to maximize client outcomes and contractual value.

Qualifications

• Lead a global team of Customer Success and Implementation professionals.
• Own escalation with clients, resolve blockers and incidents.
• Align operations across time zones (EMEA, APAC, US, LATAM) with standardized playbooks.
• Identify and implement process improvements to shorten onboarding cycles.
• Protect revenue by ensuring successful go-live and adoption.

Responsibilities

• Team Leadership & Global Governance: direct, mentor, and coach a global CS/IM team across regions.
• Commercial Execution & Delivery Tracking: govern time-bound delivery, onboarding, and go-live milestones.
• Volume Ramp-Up & Revenue Protection: monitor activation metrics and safeguard revenue targets.

Skills

People management

Escalation ownership

Global governance

Process optimization

Onboarding acceleration

Cross-functional collaboration

Strategic client partnerships

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 & 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

• People Management: Direct, mentor, and coach a global team of managers and individual contributors across the Customer Success and Implementation disciplines, overseeing portfolio distribution, resource capacity, and individual performance.
• Escalation Ownership: Act as the primary senior escalation contact for the global portfolio, guiding the teams through complex day-to-day operational queries, integration blockers, and high-priority client incidents.
• Global-Local Alignment: Unify operations across multiple time zones (including EMEA, APAC, US, and LATAM), deploying standardized global playbooks and performance metrics while ensuring responsive regional execution.
• Process Scaling: Consistently identify, propose, and implement macro-level operational process improvements and internal technical automations to compress onboarding cycles, slash manual configuration efforts, and eliminate billing leakages.

2. Commercial Execution & Delivery Tracking

• Lifecycle Ownership: Establish clear operational handoff frameworks that transition clients smoothly from pre-sales technical validation, into active implementation, and ultimately into steady-state account management.
• Time-Bound Project Delivery: Govern the Implementation Management framework to ensure integration delivery, go-live technical execution, and hypercare support are completed within strict target milestones.
• Volume Ramp-Up Optimization: Monitor and optimize time-to-activation metrics, ensuring newly boarded merchants efficiently scale their processing volumes to directly realize commercial targets.
• Revenue Protection: