Global 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

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.