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Payoneer is seeking a Senior Director of Customer Success for Latin America to own the retention and growth strategy for the LATAM customer base, spanning SMB at scale through larger strategic accounts. This is a hands-on regional leadership role within a global Customer Success organization.
You will own regional outcomes, define and launch LATAM-specific retention and growth initiatives, and adapt the global Customer Success model to local market dynamics. You will act as the voice of LATAM within the global organization, influencing global teams and senior stakeholders to secure priorities, resources, and decisions needed for regional success.
Key responsibilities include:
- Owning the LATAM retention and growth strategy, identifying opportunities to improve retention, adoption, and expansion
- Designing, launching, and iterating region-specific programs including lifecycle motions, retention plays, and growth initiatives
- Adapting and elevating the global Customer Success model for LATAM, leveraging global frameworks while reshaping them for local market needs
- Driving the full customer lifecycle from onboarding through renewals, balancing scalable SMB motions with sophisticated approaches for larger accounts
- Executing with pace and quality, translating strategy into action while maintaining high execution standards
- Unblocking issues, escalations, and cross-functional initiatives as a regional problem-solver
- Influencing global teams on behalf of LATAM, partnering with Product, Risk, Operations, Sales, and Support
- Owning regional performance and KPIs including retention, NRR/GRR, product adoption, churn, and segmentation health
- Establishing disciplined operating cadences including dashboards, QBRs, success scorecards, forecasting, and executive reporting
- Building, coaching, and scaling the regional CS organization through hiring, development, and retention of high-performing talent
- Strengthening regional cross-functional alignment to improve customer outcomes and operational efficiency
- Consolidating regional insights and translating them into actionable recommendations for global teams
- Building executive customer relationships, engaging directly with key and strategic accounts
Requirements:
- 10–15+ years of experience in Customer Success, Account Management, Post-Sales, or related customer-facing function, including senior leadership experience
- 5+ years leading regional or country-level Customer Success teams with direct accountability for execution, customer outcomes, and business results
- Proven track record of hands-on execution and delivering results in fast-paced, complex environments
- Demonstrated experience originating and launching retention and growth strategies, not simply executing existing programs
- Strong experience operating Customer Success models at scale, including segmentation, lifecycle design, playbooks, KPI frameworks, and operating cadences
- Proven ability to influence across a matrix organization, including senior and global stakeholders, without relying on direct authority
- Experience in fintech or payments is a significant advantage
- Experience managing SMB customers at scale is a strong advantage
- Experience evolving Customer Success toward more strategic and upmarket customer engagement is a strong advantage
- Deep knowledge of the LATAM market and professional fluency in Spanish and/or Portuguese, plus business-level English
