Customer Success Manager

PPRO • Chicago, IL

3d • Hybrid

About The Position

The Customer Success Manager (CSM) is responsible for ensuring the smooth operational performance of clients on PPRO's global payments platform. This role acts as a strategic operational partner to Account Management, handling day-to-day operational requests, resolving complex payment issues, analyzing transaction data, and proactively improving the customer experience. The CSM will serve as a critical bridge between major regional clients (including PSPs, marketplaces, and merchants) and PPRO's global technical and commercial teams.

Requirements

• Native or professional fluency in English (written and spoken).
• Minimum of 2–3 years of experience in a customer success, operations, or technical account management role 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, with a proven habit of confirming and clarifying complex requirements before transmitting information internally or externally.

Nice To Haves

• Hands-on experience with data manipulation and monitoring tools; specific experience with SQL/BigQuery, Datadog, or Looker Studio is a distinct advantage.
• Familiarity with the cross-border e-commerce landscape, LATAM cards or real-time payment networks.
• Experience working in a multi-time-zone environment.
• Fluency in other languages is a plus.

Responsibilities

• Act as the primary operational contact for an assigned portfolio, leading the resolution of day-to-day operational queries.
• Own the end-to-end management of client configurations, settings, and billing parameters, collaborating with internal teams.
• Ensure new and existing Local/Alternative Payment Methods (LPMs/APMs) operate optimally, smoothly onboarding merchants and sub-merchants.
• Consistently identify, propose, and implement operational process improvements and internal automations to scale the portfolio.
• Build and maintain deep, trust-based relationships with external operational and technical stakeholders.
• Coordinate the resolution of operational and processing incidents, collaborating with global technical teams to drive long-term preventative fixes.
• Understand and own the structural reporting needs for the 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 their routing efficiency, cost-of-acceptance, and overall processing performance.
• 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.
• Partner across the organization with Account Management, Technical Account Management (TAM), 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.

Benefits

• Hybrid working structure with a 3 days / week on site expectation.
• 30-day holiday allowance.
• Work from abroad policy, enabling employees to work remotely for up to another 30 days per year.
• 700 USD annual budget for professional growth.
• Leadership cafés.
• On-the-job training.
• Medical insurance (health, dental and vision).
• Disability insurance.
• Life insurance.
• Travel insurance.
• Health Savings Account (HSA).
• 401k plan.
• Enhanced family leave.
• Contribution towards gym membership costs.
• Access to a mental health platform with one-on-one therapy, chat therapy, therapist-led courses, guided meditations, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed