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Vice President of Customer Support and Integrations

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PPRO GmbH

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Location:
United Kingdom , London

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Category:
Sales

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Contract Type:
Not provided

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Salary:

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Job Description:

As Vice President of Customer Support and Integrations at PPRO, a global local payment method (LPM) acquirer, you will be pivotal in shaping, leading, and scaling a world-class customer experience organisation. You will strategically define and drive every aspect of the customer journey, from comprehensive onboarding to proactive ongoing engagement, for our diverse customer base, including Payment Service Providers (PSPs), Merchant customers, and LPM Scheme providers.

Job Responsibility:

  • Strategic Leadership & Team Development:Build, mentor, and lead a high-performing, globally distributed customer-facing organisation across Commercial Support, Technical Account Management, and Solutions Engineering. You will define the structure, roles, and career paths for teams of 20+ professionals across Europe, LATAM, APAC, and the US, ensuring scalability, accountability, and continuous improvement
  • You will set clear OKRs and performance standards, foster a culture of ownership and deep collaboration, and ensure the teams act as proactive, embedded strategic partners to both customers and internal stakeholders
  • You will shape the long-term strategy for global support and customer integrations, driving a transformation agenda focused on automation, AI-enabled workflows, and data-driven decision-making, while partnering closely with cross-functional teams to ensure customers succeed with PPRO
  • Elevate Customer Support & Operational Efficiency: Define and oversee the strategic vision for a seamless, efficient, and commercially aligned customer/ prospect integration journey
  • Drive significant operational efficiencies and automation across all onboarding and support processes to enhance scalability and reduce manual effort
  • Champion End-to-End Customer Lifecycle Management: Develop and implement a comprehensive strategy for ongoing customer engagement, ensuring a consistent and proactive experience across merchant applications, Local Payment Method activations, and product/technical documentation
  • Oversee the continuous improvement of customer-facing tools (e.g., Welcome Portal) for recurring tasks, reporting, and self-service
  • Establish robust governance models, clear ownership, and efficient escalation paths for all customer interactions
  • Create & Scale the Customer Success Framework: Design, implement, and continuously refine a consistent, transparent, and scalable Customer Support playbook, including best practices, processes, and tools
  • Define and champion Service Level Agreements (SLAs) and comprehensive Customer Experience (CX) metrics across the entire customer journey
  • Proactively identify and close operational gaps through strategic process re-engineering, technology adoption, and automation initiatives
  • Executive Voice of the Customer & Strategic Influence: Serve as the executive voice of the customer within PPRO, driving a customer-centric culture at all levels
  • Lead and facilitate high-level cross-functional collaboration with executive stakeholders (e.g., Product, Engineering, Legal, Compliance, Sales, Marketing, Payment Partnerships, Payment Support) to ensure seamless, end-to-end customer experiences
  • Present comprehensive customer insights, pain points, and strategic recommendations to the Senior Leadership Team (SLT) and executive board, ensuring customer feedback directly informs product roadmap, documentation, and commercial strategy

Requirements:

  • Executive Customer Success Leadership: A proven track record of leading, building, and scaling high-performing Customer Support and/or integrations organisations within a complex, global B2B environment, preferably within SaaS or FinTech
  • Operational Excellence & Process Transformation: Extensive experience in identifying systemic operational inefficiencies, designing, and successfully implementing large-scale process optimisation and automation initiatives that significantly improve customer experience and business outcomes
  • Strategic Acumen & Execution: Demonstrated ability to translate overarching business strategy into actionable customer success initiatives, driving their execution with a focus on measurable results and long-term impact
  • Payments Industry Acumen: A strong understanding of financial services or payment industry dynamics, particularly related to complex B2B customer journeys, including onboarding, KYC, and lifecycle management
  • Exceptional Executive Stakeholder Management: Proven ability to influence, negotiate, and build consensus with senior leadership and diverse cross-functional teams (e.g., Product, Engineering, Legal, Compliance, Sales, Marketing) to achieve shared customer and business objectives
  • Analytical & Data-Driven Decision Making: Highly adept at leveraging data to define strategic KPIs, identify trends, forecast outcomes, and make informed decisions that drive customer success and operational efficiency
  • Empathetic & Inspirational Leader: A natural ability to inspire, motivate, and develop teams, fostering an environment of psychological safety, high performance, and continuous learning
  • Global Communication & Influence: Superior communication, presentation, and negotiation skills, capable of effectively engaging with global stakeholders at all levels and simplifying complex concepts
  • Bias for Action & Adaptability: A proactive approach to challenging the status quo, taking calculated risks, making decisive actions with imperfect information, and iterating quickly in a fast-paced, evolving landscape
What we offer:
  • Hybrid working - We offer a hybrid structure 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
  • Learning and Development - We offer a GBP 500 annual budget to support your professional growth
  • leadership cafés, on-the-job training
  • Insurance - medical insurance (BUPA health care plan)
  • a 5% matching pension plan through Now Pensions
  • Enhance Family Leave
  • Workplace Nursery Scheme - Save on childcare through salary exchange
  • Gym membership - PPRO helps contribute towards the costs of your gym membership
  • Mental Health Platform - one-on-one therapy, chat therapy, therapist-led courses, guided meditations, and more
  • Pet-friendly office

Additional Information:

Job Posted:
February 13, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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