People Management: Direct, mentor, and coach a team of global Customer Success Managers, overseeing portfolio distribution and individual performance.

Player/Coach: Manage your own portfolio of EMEA based clients, whilst also managing your team who will cover APAC, US and LATAM

Escalation Ownership: Act as the primary senior escalation contact for the global portfolio, guiding the team through complex day-to-day operational queries and high-priority client incidents.

LPM Frameworks: Guide the team in optimizing Local/Alternative Payment Methods (LPMs/APMs) and establishing scalable frameworks for onboarding merchants and sub-merchants smoothly.

Process Scaling: Consistently identify, propose, and implement high-level operational process improvements and internal automations to scale the entire regional portfolio.

Executive Advisory: Support the team in building and maintaining deep, trust-based relationships with external operational and technical stakeholders at the executive level.

Incident Management Oversight: Coordinate the strategic response to operational and processing incidents, partnering with global technical teams to drive systemic, long-term preventative fixes across the portfolio.

Data Infrastructure Ownership: Define and own the structural reporting strategy for the global portfolio, ensuring the team proactively generates data models that surface meaningful processing trends.

QBR Governance: Oversee and elevate the delivery of clear, data-driven operational performance reviews within Quarterly Business Reviews (QBRs) conducted by your team.

Macro Trend Analysis: Review systemic anomalies and trends across regional processing volumes, conversion rates, disputes, and operational metrics to identify widespread optimization opportunities.

Actionable Guidance: Empower and guide CSMs to provide advanced actionable recommendations to clients to improve their routing efficiency, cost-of-acceptance, and overall processing performance.

Silo-Busting: Champion cross-functional alignment at a leadership level across the organization with Account Management, Technical Account Management (TAM), Business Analytics, Partnerships, and Support.

The Strategic Translator: Act as the senior bridge between complex global technical infrastructure teams and business units, translating technical payment flows into simple, actionable business strategies.

Strategic Voice of the Customer: Serve as the definitive internal regional voice of the customer to advocate for structural product enhancements and global operational fixes.

Experience: Minimum of 5–7+ years of experience in a customer success, operations, or technical account management role within payments, fintech, or e-commerce, including at least 2 years of direct people management or team leadership experience.

Technical Aptitude: A strong ability to speak and engage comfortably with engineering and product teams regarding APIs, processing flows, and technical errors, with the capacity to coach team members on technical problem-solving.

Communication & Stakeholder Management: Exceptional active listening and communication skills, with a proven habit of confirming, clarifying, and documenting complex requirements before driving internal or external execution.

Advanced Data Analysis: Hands-on experience with data manipulation and monitoring tools; specific leadership experience utilizing SQL/BigQuery, Datadog, or Looker Studio is a distinct advantage.

Cross-Border Leadership: Deep familiarity with the cross-border e-commerce landscape and regional EMEA payment methods.

Global Asynchronous Leadership: Proven experience managing or collaborating within a multi-time-zone, global operational environment.

Multilingual Skills: Fluency in other European or global languages is a plus.