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Payoneer, founded in 2005, is a global financial platform serving over 2,500 colleagues and customers across 190+ countries. The company simplifies cross-border business by removing friction from financial workflows—payments, compliance, multi-currency management, workforce solutions, working capital, and business intelligence.
This leadership role focuses on driving customer success and retention for high-value B2B clients in the EMEA region, with specific accountability for North America escalations. You will own end-to-end customer success strategies, lead strategic partnerships with key accounts, and ensure seamless onboarding and value realization from day one.
Key responsibilities include:
• Develop and execute customer success strategies to drive long-term retention and growth for high-value B2B accounts
• Lead strategic client relationships, acting as a trusted partner and escalation owner for the North America region
• Oversee onboarding processes to accelerate time-to-value and product adoption
• Collaborate with sales and product teams to identify expansion opportunities, upselling, and cross-selling initiatives
• Gather and analyze customer feedback to inform product improvements and service enhancements
• Establish KPIs and metrics to measure customer success, satisfaction, and business outcomes
• Develop playbooks, training programs, and best practices to optimize customer engagement and product adoption
• Partner closely with Customer Success Managers (CSMs) to ensure consistent, informed, and high-quality experiences throughout the customer lifecycle
• Monitor industry trends and continuously refine customer success strategies
You'll work within the WFM (Workforce Management) business unit and operate across multiple time zones managing global accounts. The role requires strong strategic thinking, proven ability to manage complex high-value relationships, and a data-driven approach to improving customer outcomes.
