Customer Success Manager

Ppro; Chicago (IL); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid working

Learning and Development budget

Comprehensive medical insurance

401(k) plan

Gym membership contribution

Mental health platform

Job summary

Ppro is hiring a Customer Success Manager based in Chicago, focusing on ensuring smooth performance for clients on their global payment platform. You will manage operational requests, resolve complex payment issues, and analyze transaction data while collaborating with various teams.

The ideal candidate should have 2–3 years of experience in customer success, particularly in payments or fintech, and be fluent in English. Ppro offers hybrid working options, a generous holiday allowance, and comprehensive insurance coverage.

Qualifications

• Minimum of 2–3 years of experience in customer success or operations.
• Ability to engage with engineering and product teams regarding technical issues.
• Comfortable in a multi-time-zone environment.

Responsibilities

• Manage day-to-day operational requests and resolve complex payment issues.
• Analyze transaction data and improve customer experience.
• Own reporting needs for your portfolio and generate reports.

Skills

Fluency in English

Customer success operations

Technical account management

Active listening skills

Tools

SQL

BigQuery

Datadog

Looker Studio

Job description

At PPRO, our mission is to simplify access to local payment methods and 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.

The Purpose

As a Customer Success Manager (CSM) based in Chicago, you will be the operational partner to Account Management, responsible for ensuring smooth performance of clients on our global payments platform. You will manage day‑to‑day operational requests, resolve complex payment issues, analyze transaction data, and proactively improve the overall customer experience, acting as a bridge between major regional clients—PSPs, marketplaces, and merchants—and our global technical and commercial teams.

Operational Ownership

• Act as the primary operational contact for your assigned portfolio, leading resolution of day‑to‑day operational queries.
• Own end‑to‑end management of client configurations, settings, and billing parameters, collaborating closely with internal teams.
• Ensure new and existing Local/Alternative Payment Methods (LPMs/APMs) operate optimally, onboarding merchants and sub‑merchants smoothly.
• Identify, propose, and implement operational process improvements and internal automations to scale your portfolio.
• Build and maintain deep, trust‑based relationships with external operational and technical stakeholders.
• Coordinate resolution of operational and processing incidents, collaborating with global technical teams to drive long‑term preventative fixes.

Reporting & Performance Insights

• Own reporting needs for your portfolio, proactively generating reports and surfacing meaningful trends.
• Deliver clear, data‑driven operational performance reviews within QBRs.
• Analyze systemic anomalies and trends across processing volumes, conversion rates, disputes, and operational metrics.
• Provide actionable recommendations to clients to improve routing efficiency, cost‑of‑acceptance, and overall processing performance.

Disputes, Risk & Compliance Coordination

• Guide clients through effective management of chargebacks, fraud ratios, and dispute mitigation processes.
• Ensure strict client adherence to global payment scheme rules, local compliance mandates, and operational standards.
• Partner closely with internal Risk, AML, and Compliance teams to address fraud patterns or local regulatory requests.

Cross‑Functional Collaboration

• Partner across the organization with Account Management, Technical Account Management, Business Analytics, Partnerships, and Support.
• Act as the bridge between technical and business teams, translating complex payment infrastructure concepts into simple, actionable language.
• Serve as the definitive internal voice of the customer to advocate for product enhancements and operational fixes.

Qualifications

• Native or professional fluency in English (written and spoken).
• Minimum of 2–3 years of experience in customer success, operations, or technical account management, ideally within payments, fintech, or e‑commerce.
• Ability to speak and engage comfortably with engineering and product teams regarding APIs, processing flows, and technical errors.
• Exceptional active listening skills, confirming and clarifying complex requirements before transmitting information internally or externally.

Nice‑to‑Haves

• Hands‑on experience with data manipulation and monitoring tools (SQL/BigQuery, Datadog, Looker Studio).
• Familiarity with cross‑border e‑commerce landscape, LATAM cards or real‑time payment networks.
• Experience working in a multi‑time‑zone environment.
• Fluency in other languages.

Benefits

• Hybrid working: 3 days / week on site with a 30‑day holiday allowance and an additional 30‑day work‑from‑abroad policy.
• Learning and Development: $700 annual budget, leadership cafés, on‑the‑job training, and other growth opportunities.
• Insurance: Medical, dental, vision, disability, life, and travel insurance.
• Savings: Health Savings Account (HSA) and 401(k) plan to lower taxes, cover healthcare costs, and save for retirement.
• Enhanced family leave to support key life moments.
• Gym membership contribution to support physical fitness.
• Mental health platform offering one‑on‑one therapy, chat therapy, therapist‑led courses, and guided meditations.
• Office located in the iconic Civic Opera Building on North Wacker Drive in Chicago Loop.