Customer Success Manager

PPRO Financial Ltd

Job Overview

Location

Chicago

Job Type

Full-time

Full Job Description

📋 Description

• Serve as the primary point of contact for key enterprise partners including Ant Group, PayPal, and Stripe, ensuring seamless onboarding, adoption, and ongoing success with PPRO’s global payment solutions.
• Proactively monitor partner performance metrics, transaction volumes, and integration health to identify risks, opportunities, and areas for optimization in real-time.
• Collaborate cross-functionally with Product, Engineering, and Operations teams to escalate partner feedback, drive product improvements, and align roadmap priorities with customer needs.
• Develop and deliver tailored success plans for each assigned partner, outlining clear milestones, KPIs, and engagement strategies to maximize retention and expansion.
• Conduct regular business reviews with partner stakeholders to assess value delivery, gather insights, and co-create strategies for growth in new markets.
• Act as a trusted advisor to partners by providing market intelligence on local payment trends, regulatory changes, and regional consumer preferences across PPRO’s 10+ international locations.
• Manage partner escalations with urgency and empathy, resolving issues promptly while maintaining strong relationships and trust.
• Utilize internal CRM and analytics tools to track partner health scores, churn risk, and expansion opportunities, ensuring data-driven decision-making.
• Support the expansion of existing partnerships by identifying upsell and cross-sell opportunities within partner ecosystems based on usage patterns and business goals.
• Represent the voice of the customer internally, advocating for partner needs in product development cycles and operational workflows.
• Maintain accurate and up-to-date documentation of partner agreements, integration statuses, and communication logs to ensure compliance and continuity.
• Participate in global team initiatives aligned with PPRO’s internal values: #chooseaction, #beopen, #thinkcustomer, #gofurther, and #wintogether.
• Travel occasionally to meet key partners in person, including visits to international offices and partner headquarters as needed to strengthen relationships and support strategic initiatives.
• Stay informed on evolving global payment regulations, emerging technologies, and competitive landscape to provide informed guidance to partners.
• Work closely with Sales and Customer Support teams to ensure smooth handoffs during onboarding and to maintain consistent partner experience across touchpoints.

🎯 Requirements

• Proven experience as a Customer Success Manager or similar role managing enterprise B2B clients in fintech, payments, or SaaS
• Demonstrated ability to manage multiple high-value accounts with complex integrations and global stakeholders
• Strong understanding of payment processing, digital wallets, or local payment methods across international markets
• Proficiency in CRM platforms (e.g., Salesforce) and analytics tools for tracking customer health and usage metrics
• Excellent communication and presentation skills with experience conducting business reviews and executive-level reporting
• Ability to work effectively across time zones and collaborate with global teams across 10+ international locations

🏖️ Benefits

• Competitive salary and performance-based bonus structure
• Comprehensive health, dental, and vision insurance
• Generous paid time off and flexible work arrangements
• Professional development stipend for courses, certifications, or conferences

Skills & Technologies

Onsite

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PPRO Financial Ltd

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About PPRO Financial Ltd

PPRO Financial Ltd is a UK-based financial technology company that provides a global payments infrastructure platform. It enables businesses, payment service providers, and financial institutions to accept and process local payment methods worldwide through a single API integration. The company offers acquiring, collecting, and compliance services across emerging and developed markets, covering bank transfers, e-wallets, cash-based vouchers, and real-time payment schemes. PPRO partners with major card schemes and local payment networks to simplify cross-border commerce, focusing on regulatory licensing, risk management, and settlement solutions for merchants operating in multiple countries.

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