Customer Success & Implementation Director
HybridLondon, England, United Kingdom
Job Summary
Direct a global Customer Success and Implementation team, overseeing portfolio distribution, resource capacity, and performance across EMEA, APAC, US, and LATAM. Act as the primary senior escalation contact for complex operational queries, integration blockers, and high-priority client incidents while unifying operations through standardized global playbooks. Establish operational handoff frameworks transitioning clients from pre-sales validation to active implementation and steady-state management, ensuring integration delivery and go-live execution meet strict target milestones. Champion cross-functional alignment with Account Management, Sales Engineering, Product, and Support to translate complex API behaviors into actionable business strategies and drive systematic inputs for product roadmap prioritization. Monitor time-to-activation metrics to optimize volume ramp-up and protect recurring gross profit by mitigating systemic partner risks and resolving client friction.
Required Qualifications
- Minimum of 8+ years of experience in a customer success, implementation management, or technical delivery leadership role within payments, fintech, or e-commerce
- Proven track record of direct people management or leading multi-disciplinary global teams
- You must be entirely comfortable presenting operational strategies to senior clients
- Collaborating asynchronously with global teams
- Exceptional active listening and communication skills
- Proven habit of confirming, clarifying, and documenting complex multi-region client requirements before driving internal execution
- A strong ability to speak and engage comfortably with engineering and product teams regarding APIs, processing flows, and setup configurations
- Capacity to coach team members on advanced technical problem-solving
- Hybrid working with a 3 days / week on site expectation
- Work from abroad policy, enabling employees to work remotely for up to another 30 days per year
Desired Qualifications
- Advanced Data Analysis: Hands-on or leadership experience utilizing data manipulation and monitoring tools (such as SQL, BigQuery, Datadog, or Looker Studio) to identify widespread processing anomalies or optimize routing metrics
- Cross-Border Expertise: Deep familiarity with the cross-border e-commerce landscape and alternative regional payment methods
- Global Asynchronous Leadership: Proven experience managing or collaborating within a multi-time-zone, global operational environment
- Multilingual Skills: Fluency in other major regional or European languages
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