Customer Success & Implementation Director (Fintech)

Location: London, United Kingdom; hybrid with 3 days per week on site. Employees may work remotely from abroad for up to 30 additional days per year.

Company

Payments technology company enabling global commerce through merchant onboarding, transaction processing, and regional payment methods.

What you will do

• Lead, mentor, and coach global Customer Success and Implementation teams across EMEA, APAC, the US, and LATAM.
• Own senior escalations involving operational issues, integration blockers, and high-priority client incidents.
• Establish lifecycle handoffs from pre-sales technical validation through implementation and steady-state account management.
• Govern technical implementation, go-live, and hypercare delivery against defined milestones.
• Optimize time-to-activation and merchant processing-volume ramp-up while protecting recurring gross profit.
• Align Account Management, Sales Engineering, Product, Support, and technical infrastructure teams around customer needs and operational improvements.

Requirements

• 8+ years of experience in customer success, implementation management, or technical delivery leadership within payments, fintech, or e-commerce.
• Proven experience directly managing people or leading multidisciplinary global teams.
• Strong technical aptitude and confidence discussing APIs, processing flows, and setup configurations with engineering and product teams.
• Excellent communication, active listening, documentation, and stakeholder-management skills.
• Comfort presenting operational strategies to senior clients and collaborating asynchronously with global teams.

Nice to have

• Experience with SQL, BigQuery, Datadog, or Looker Studio for processing analysis and routing optimization.
• Knowledge of cross-border e-commerce and alternative regional payment methods.
• Experience leading operations across multiple time zones.
• Fluency in additional regional or European languages.

Culture & Benefits

• People-first, high-trust environment with autonomy, continuous learning, and cross-functional collaboration.
• 28 days of holiday allowance and up to 30 remote-working days abroad per year.
• GBP 500 annual learning and development budget, leadership cafés, and on-the-job training.
• BUPA medical insurance, a 5% matching pension plan, enhanced family leave, and a workplace nursery scheme.
• Gym contribution, mental health platform, and a collaborative pet-friendly office.