Head of Global Customer Success (HQ)

Senior Director Head of Global Customer Success (HQ)

Role summary

We are seeking a Senior Director Head of Global Customer Success to shape and lead Payoneers global Customer Success strategy.

This is a global leadership role operating through matrix management you will partner with and influence regional Customer Success leaders worldwide. Your mission will be to:

• Standardize and scale our global customer success framework
• Upgrade our account management practices to grow higher-value and more complex customers
• Maintain the strengths of our SMB-at-scale operations

This role is ideal for a data-driven strategic CS leader who thrives in global environments and has deep experience building structured success programs across regions.

What youll do

• Define and lead Payoneers Global Customer Success strategy balancing scalable SMB processes with more sophisticated account management practices for larger and more strategic customers.
• Operate in a matrix leadership structure partnering with regional CSM Heads to drive alignment consistency and execution excellence.
• Design and own global KPI frameworks and reporting including retention NRR/GRR product adoption segmentation health metrics and churn insights.
• Implement global governance and operational discipline including dashboards QBR structures success scorecards and executive reporting.
• Build scalable lifecycle programs onboarding adoption expansion renewals tailored for SMBs while supporting the evolution toward mid-market / upper-SMB / light-enterprise customers.
• Lead business analysis and performance optimization identifying opportunities to improve impact efficiency segmentation and engagement models.
• Strengthening cross-functional alignment with Sales Product Risk Operations and Support to drive improved customer outcomes.
• Champion Voice-of-Customer and data-driven insights converting findings into actionable strategies and priorities.
• Mentor and influence regional CS leadership creating a collaborative global CS community.

Who you are

Professional Background:

• 1015 years of experience in Customer Success Account Management or Post-Sales leadership including:
• 5 years in global or multi-region leadership roles
• Proven experience operating in an HQ or corporate center role
• Experience leading through influence in matrix environments
• Strong experience building structured Customer Success models at scale including segmentation playbooks KPI frameworks lifecycle design and operational governance.
• Experience in fintech or payments significant advantage.
• Experience supporting SMB customers at scale strong advantage.
• Experience evolving Customer Success toward more upmarket / strategic customer engagement strong advantage.
• Demonstrated success influencing senior stakeholders and partners globally.

Skills & Competencies

• Highly analytical comfortable with data reporting forecasting and KPI ownership.
• Executive-level communication clear persuasive structured.
• Strong business acumen and understanding of revenue drivers.
• Comfortable working across cultures and functions.
• Ability to balance strategic leadership with operational execution.

#LI-MI1

Required Experience:

Director