Customer Success Manager

Customer Success Manager

The Customer Success Manager is responsible for ensuring the smooth operational performance of clients on our global payments platform. Acting as the strategic operational partner to Account Management, this role manages day-to-day operational requests, resolves complex payment issues, analyzes transaction data, and proactively looks to improve the overall customer experience. Based in Chicago, you will serve as a critical bridge between major regional clients (including PSPs, marketplaces, and merchants) and our global technical and commercial teams.

What you'll be doing:

• Primary Contact: Act as the primary operational contact for your assigned portfolio, leading the resolution of day-to-day operational queries
• Configuration & Billing: Own the end-to-end management of client configurations, settings, and billing parameters, collaborating closely with internal teams.
• LPM Optimization: Ensure new and existing Local/Alternative Payment Methods (LPMs/APMs) operate optimally, smoothly onboarding merchants and sub-merchants.
• Continuous Improvement: Consistently identify, propose, and implement operational process improvements and internal automations to scale your portfolio.
• Trusted Advisor: Build and maintain deep, trust-based relationships with external operational and technical stakeholders. Incident Management: Coordinate the resolution of operational and processing incidents, collaborating closely with global technical teams to drive long-term preventative fixes.

Reporting & Performance Insights

• Data Ownership: Understand and own the structural reporting needs for your portfolio, proactively generating reports and surfacing meaningful trends.
• Quarterly Business Reviews: Deliver clear, data-driven operational performance reviews within QBRs.
• Trend Analysis: Analyze systemic anomalies and trends across processing volumes, conversion rates, disputes, and operational metrics.
• Actionable Insights: Provide actionable recommendations to clients to improve their routing efficiency, cost-of-acceptance, and overall processing performance.

Disputes, Risk & Compliance Coordination

• Dispute Guidance: Guide clients through effective management of chargebacks, fraud ratios, and dispute mitigation processes.
• Scheme Rules: Ensure strict client adherence to global payment scheme rules, local compliance mandates, and operational standards.
• Risk Collaboration: Partner closely with internal Risk, AML, and Compliance teams to address fraud patterns or local regulatory requests.

Cross-Functional Collaboration

• Silo-Busting: Partner across the organization with Account Management, Technical Account Management (TAM), Business Analytics, Partnerships, and Support.
• The Translator: Act as the bridge between technical and business teams, translating complex payment infrastructure concepts into simple, actionable language.
• Voice of the Customer: Serve as the definitive internal voice of the customer to advocate for product enhancements and operational fixes.

What you'll need:

• Language Fluency: Native or professional fluency in English (written and spoken) is required. You must be entirely comfortable presenting to local clients and collaborating asynchronously with global teams in English.
• Minimum of 23 years of experience in a customer success, operations, or technical account management role ideally within payments, fintech, or e-commerce.
• Technical Aptitude: The ability to speak and engage comfortably with engineering and product teams regarding APIs, processing flows, and technical errors.
• Communication: Exceptional active listening skills, with a proven habit of confirming and clarifying complex requirements before transmitting information internally or externally.

Nice-to-Haves

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

What's in it for you?

Hybrid working - We offer a hybrid structure with a 3 days/week on site expectation, so you can strike the balance between office and home working. In addition to our 30-day holiday allowance, we also provide a work from abroad policy, enabling employees to work remotely for up to another 30 days per year

Learning and Development - We offer a 700 USD annual budget to support your professional growthbecause investing in your development benefits us all. In addition, we provide leadership cafs, on-the-job training, and other opportunities to help you grow your skills and thrive in your role.

Insurance - we want our employees to benefit from various insurances including medical insurance (health, dental and vision), disability insurance, life insurance, and travel insurance.

Savings - We want our employees to be able to invest a portion of their wages and contribute to their savings- our Health Savings Account (HSA) and our 401k plan can help you lower your taxes, pay for health care more easily and even save for retirement.

Enhance Family Leave - We understand the importance of family - that's why we offer enhanced family leave to support you during key life moments.

Gym membership - PPRO helps contribute towards the costs of your gym membership, supporting your physical fitness journey while easing the burden on your wallet

Mental Health Platform - We've teamed up with a top well-being platform to provide one-on-one therapy, chat therapy, therapist-led courses, guided meditations, and more.

Our office is located in the iconic Civic Opera Building on North Wacker Drive, in the heart of the Chicago Loop, offering a prestigious setting along the Chicago River in one of the city's main business and cultural districts.

Our Principles:

We get things done: We are courageous; we take ownership, make decisions and get things done.

We act with trust and integrity: We listen first and challenge respectfully. We seek out and leverage diverse perspectives. We welcome and offer honest and open feedback, always assuming positive intent.

We put the customer first: We are laser focused on delivering outstanding outcomes for our customers. We put the customer at the heart of what we do.

We make things better: We boldly explore new ideas and have an unwavering commitment to continuous improvement.

We work as a team: We collaborate closely and value team success over individual achievement.