Customer Success Manager

At PPRO, our mission is to simplify access to local payment methods and our vision is to enable the sale of goods and services to anyone in the world using their preferred way to pay. We empower partners such as Ant Group, PayPal and Stripe to access new markets, connect with more customers, and accelerate their growth. Our strength lies in our diverse global team with 50+ nationalities and 10+ international locations- all united around one goal – to deliver the best possible products and services to our partners and customers. While our company mission is to keep innovating global commerce, our internal mission is to #chooseaction, #beopen, #thinkcustomer, #gofurther and #wintogether **The Purpose:** The Customer Success Manager (CSM) 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: Operational Ownership - 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. -…