Senior Customer Success

PingPong Payments; New York (NY); Hybrid; USD 135.000 - 160.000; Vollzeit

Zusammenfassung

PingPong is expanding its Europe & Americas Customer Success team and seeks a Senior Customer Success to own the pre-live journey—from a won deal to the first successful live transaction—based in New York with a 3 days/week in-office hybrid schedule.

You will lead go-live execution, onboarding, and cross-functional problem solving, coordinating with Product, Compliance and Risk, and shaping scalable playbooks and process improvements for faster onboarding.

Qualifikationen

• 3-5 years of experience in customer success, onboarding, or implementation in payments or B2B fintech.
• Experience with KYC/AML compliance in cross-border onboarding.
• Proven ability to manage multiple onboarding projects to deadline.
• Technical fluency with API integrations and product configuration.
• Familiarity with CRM and CS tooling.
• Fluent English written and spoken; Spanish a bonus.

Aufgaben

• Own end-to-end pre-live journey for new customers, including onboarding, configuration and channel setup.
• Project manage a high-volume onboarding portfolio and keep each on track to go-live.
• Coordinate with cross-functional teams (Product, Compliance and Risk, FI) to troubleshoot and remove blockers.
• Act as primary contact and escalation owner during onboarding.
• Identify friction points and contribute to process fixes (playbooks, checklists, automation).
• Partner with BD and Solutions on deal structuring and flag onboarding complexity.
• Track and report onboarding pipeline health to give visibility.

Kenntnisse

Customer success

Project management

API integrations

CRM tooling

Onboarding

Jobbeschreibung

PingPong is on a mission to digitize trade, simplifying global growth for businesses. With $300B+ in payments processed, we're one of the world's leading cross-border platforms - and we're just getting started.

PingPong currently has 38 offices in 15 countries and over 1,500 employees. Our international presence helps businesses solve complex payment needs in every major economy across all time zones.

We're scaling our Europe & Americas Customer Success function and looking for a Senior Customer Success to own the pre-live customer journey - from the moment a deal is won to a customer's first successful live transaction.

THE OPPORTUNITY

This role sits at the centre of our go-live motion: product and channel setup, onboarding, and cross-functional problem-solving. You'll own the customer's go-live journey end-to-end, working closely with our deal teams through handoff, while also helping us build the repeatable structures that allow us to scale.

WHAT YOU'LL BE DOING

Go-Live Execution

• Own the end-to-end pre-live journey for new customers, including onboarding, configuration and channel set-up, and account readiness.
• Project manage a high-volume portfolio of onboarding customers simultaneously, prioritizing efficiently and keeping each on track to go-live.
• Coordinate with cross-functional teams, including Product, Compliance and Risk, FI teams - to troubleshoot and proactively remove blockers ahead of time.
• Act as the customer's primary point of contact and escalation owner during onboarding, setting expectations and managing the relationship through a high-stakes, time-sensitive period.
• Identify friction points in the onboarding journey and contribute to turning them into process fixes -playbooks, checklists, automation.
• Partner with BD and Solutions on deal structuring, flagging onboarding complexity and configuration risk before contracts are signed.
• Track and report on onboarding pipeline health (time-to-live, stage conversion, bottlenecks) to give the wider team visibility.

WHAT YOU BRING

• 3-5 years of relevant experience in customer success, implementation, or onboarding within payments_or B2B fintech - a must.
• Working knowledge of KYC, AML, or other compliance requirements typical of cross-border payments onboarding, or a demonstrated ability to get up to speed quickly - a must.
• A track record of managing multiple concurrent onboarding or implementation projects to deadline.
• Technical fluency - comfortable working through API integrations, product configuration and channel set-up with customers and internal engineering teams.
• Familiarity with CRM and customer success tooling.
• Fluent written and spoken English is required. Business proficiency in Spanish is a bonus.

WHO YOU ARE

• You're an all-rounded self-starter - comfortable with ambiguity and able to solve problems today while thinking about the structure that prevents them tomorrow.
• You're highly organized and detail-oriented, but you don't lose sight of the commercial and customer relationship stakes.
• You're a clear, confident communicator who can manage customer expectations under time pressure without over-promising.
• You're comfortable pushing back cross-functionally to get blockers resolved.
• You're data-driven - you can look at onboarding metrics and spot where the process is actually breaking down.

This role is based out of our New York city office and operates on a hybrid schedule - 3 days/week in-office.

The expected base salary range for this NYC- based position is $135-$160 per year, alongside a yearly bonus.

Exact compensation is determined by factors including relevant experience, skill level and market date.

If you're excited about this role but your experience doesn't align perfectly with every qualification, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

PingPong is proud to be an equal-opportunity employer with a global culture that embraces diversity.

We are committed to providing an environment free of unfair discrimination and harassment.