Customer Success Manager

Roman Health Pharmacy LLC; Chicago (IL); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

30-day holiday allowance

Work from abroad policy

Insurance (health, dental, vision)

401k plan

Gym membership support

Mental Health Platform

Job summary

Roman Health Pharmacy LLC is seeking a Customer Success Manager in Chicago to ensure optimal operational performance on their global payments platform. You'll be the main point of contact for clients, managing their operational queries and configurations.

The ideal candidate should have 2-3 years of experience in customer success or operations, particularly in payment systems. This position offers a hybrid work model and various benefits like insurance, a strong development budget, and enhanced family leave.

Qualifications

• 2-3 years of customer success or operations experience in payments or fintech.
• Fluency in English for communication with clients and global teams.
• Experience with data analysis and reporting.

Responsibilities

• Act as primary operational contact for client queries.
• Manage client configurations and billing.
• Analyze data and trends to improve client performance.

Skills

Language Fluency

Customer Success Experience

Technical Aptitude

Communication

Tools

SQL/BigQuery

Datadog

Looker Studio

Job description

At PPRO, our mission is to simplify access to local payment methods and our vision is to enable the sale of goods and services to anyone in the world using their preferred way to pay. We empower partners such as Ant Group, PayPal and Stripe to access new markets, connect with more customers, and accelerate their growth.

Our strength lies in our diverse global team with 50+ nationalities and 10+ international locations – all united around one goal – to deliver the best possible products and services to our partners and customers. While our company mission is to keep innovating global commerce, our internal mission is to #chooseaction, #beopen, #thinkcustomer, #gofurther and #wintogether.

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.

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 30‑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 700 USD 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 – We want our employees to benefit from various insurances including medical insurance (health, dental and vision), disability insurance, life insurance, and travel insurance.

Savings – We want our employees to be able to invest a portion of their wages and contribute to their savings – our Health Savings Account (HSA) and our 401k plan can help you lower your taxes, pay for health care more easily and even save for retirement.

Enhance Family Leave – We understand the importance of family – that's why we offer enhanced family leave to support you during key life moments.

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 office – Our office is located in the iconic Civic Opera Building on North Wacker Drive, in the heart of the Chicago Loop, offering a prestigious setting along the Chicago River in one of the city’s main business and cultural districts.