Strategic Customer Success Manager, EMEA
•Ashby· 21h
🎧 Support⏰ Full-time🎯 Lead / Principal💰 €62k-133k🌍 Worldwide
21h ago
Ppro·1 day ago
The Associate Director, Customer Success is responsible for leading, mentoring, and scaling a team of Customer Success Managers (CSMs) who ensure the smooth operational performance of clients on our global payments platform.
Acting as the strategic operational leader and key partner to Account Management leadership, this role oversees day-to-day team operations, guides the resolution of complex payment issues, ensures robust regional transaction data analysis, and proactively drives macro-level initiatives to elevate the overall customer experience. Based in London, you will lead a team that serves as a critical bridge between major regional clients (including PSPs and merchants) and our global technical and commercial teams.
People Management: Direct, mentor, and coach a team of global Customer Success Managers, overseeing portfolio distribution and individual performance.
Player/Coach: Manage your own portfolio of EMEA based clients, whilst also managing your team who will cover APAC, US and LATAM
Escalation Ownership: Act as the primary senior escalation contact for the global portfolio, guiding the team through complex day-to-day operational queries and high-priority client incidents.
LPM Frameworks: Guide the team in optimizing Local/Alternative Payment Methods (LPMs/APMs) and establishing scalable frameworks for onboarding merchants and sub-merchants smoothly.
Process Scaling: Consistently identify, propose, and implement high-level operational process improvements and internal automations to scale the entire regional portfolio.
Executive Advisory: Support the team in building and maintaining deep, trust-based relationships with external operational and technical stakeholders at the executive level.
Incident Management Oversight: Coordinate the strategic response to operational and processing incidents, partnering with global technical teams to drive systemic, long-term preventative fixes across the portfolio.
Data Infrastructure Ownership: Define and own the structural reporting strategy for the global portfolio, ensuring the team proactively generates data models that surface meaningful processing trends.
QBR Governance: Oversee and elevate the delivery of clear, data-driven operational performance reviews within Quarterly Business Reviews (QBRs) conducted by your team.
Macro Trend Analysis: Review systemic anomalies and trends across regional processing volumes, conversion rates, disputes, and operational metrics to identify widespread optimization opportunities.
Actionable Guidance: Empower and guide CSMs to provide advanced actionable recommendations to clients to improve their routing efficiency, cost-of-acceptance, and overall processing performance.
Silo-Busting: Champion cross-functional alignment at a leadership level across the organization with Account Management, Technical Account Management (TAM), Business Analytics, Partnerships, and Support.
The Strategic Translator: Act as the senior bridge between complex global technical infrastructure teams and business units, translating technical payment flows into simple, actionable business strategies.
Strategic Voice of the Customer: Serve as the definitive internal regional voice of the customer to advocate for structural product enhancements and global operational fixes.
Experience: Minimum of 5–7+ years of experience in a customer success, operations, or technical account management role within payments, fintech, or e-commerce, including at least 2 years of direct people management or team leadership experience.
Technical Aptitude: A strong ability to speak and engage comfortably with engineering and product teams regarding APIs, processing flows, and technical errors, with the capacity to coach team members on technical problem-solving.
Communication & Stakeholder Management: Exceptional active listening and communication skills, with a proven habit of confirming, clarifying, and documenting complex requirements before driving internal or external execution.
Advanced Data Analysis: Hands-on experience with data manipulation and monitoring tools; specific leadership experience utilizing SQL/BigQuery, Datadog, or Looker Studio is a distinct advantage.
Cross-Border Leadership: Deep familiarity with the cross-border e-commerce landscape and regional EMEA payment methods.
Global Asynchronous Leadership: Proven experience managing or collaborating within a multi-time-zone, global operational environment.
Multilingual Skills: Fluency in other European or global languages is a plus.