Team Lead, Customer Success

About Payoneer

Founded in 2005 Payoneer is the global financial platform that removes friction from doing business across borders with a mission to connect the worlds underserved businesses to a rising global economy. Were a community with over 2500 colleagues all over the world working to serve customers and partners in over 190 countries and territories.

By taking the complexity out of the financial workflowsincluding everything from global payments and compliance to multi-currency and workforce management to providing working capital and business intelligencewe give businesses the tools they need to work efficiently worldwide and grow with confidence.

Role Summary

Location: Sao Paulo Brazil

Hybrid

Full-time

Payoneer is looking for a Team Lead Customer Success to join our fast-growing global Fintech organization. This full-time hybrid role reports to the LATAM Customer Success and Engagement Head and will play a critical role in driving customer retention growth and long-term value across the region.

The Team Lead will lead a high-performing team of Customer Success Managers responsible for managing retaining and growing a portfolio of SMB and Mid-Market customers across Brazil. This role combines strategic leadership operational excellence customer advocacy and commercial execution. Youll coach and develop a team build scalable customer success motions and partner cross-functionally to drive customer outcomes GMV growth retention and expansion revenue.

What youll do:

• Lead and develop a high-performing team of 4-8 Customer Success Managers across Brazil.
• Hire onboard coach and retain top talent while establishing clear performance expectations and development plans.
• Drive customer retention activation adoption engagement and expansion across the customer lifecycle.
• Own key team metrics including Gross Revenue Retention (GRR) Net Revenue Retention (NRR) churn customer health product adoption expansion revenue and customer satisfaction.
• Coach Customer Success Managers on strategic account planning stakeholder management risk mitigation and growth opportunities.
• Support the team in managing complex customer situations escalations renewals and executive-level conversations.
• Build scalable playbooks and customer success motions for onboarding adoption risk management and growth.
• Partner closely with Sales Marketing Partnerships Product Risk Compliance and Operations teams to improve customer outcomes and accelerate growth.
• Act as the voice of the customer internally by identifying trends pain points product gaps and growth opportunities.
• Drive forecasting accuracy for renewals churn risk and expansion opportunities across the region.
• Run Weekly Business Reviews (WBRs) Monthly Operating Reviews (MORs) and Quarterly Business Reviews (QBRs) with leadership.
• Leverage customer insights performance data and analytics to continuously optimize team performance and customer experience.
• Establish operational rigor CRM discipline and best practices to ensure consistency and scalability.

Who you are:

• 8 years of experience in Customer Success Account Management Consulting Relationship Management or similar customer-facing roles.
• 3 years of experience managing Customer Success or Account Management teams in high-growth environments.
• Proven track record driving customer retention expansion and revenue growth in fintech payments SaaS ecommerce or financial services.
• Strong experience managing customer portfolios across SMB and Mid-Market segments.
• Excellent coaching people management and talent development skills.
• Data-driven mindset with experience using customer health metrics retention analytics and forecasting models.
• Strong executive presence and ability to build trusted relationships with internal and external stakeholders.
• Fluent in English.
• Hands-on experience with Salesforce CRM Gainsight HubSpot Totango or similar Customer Success platforms.
• Advanced analytical skills and experience leveraging BI tools such as Looker Tableau or Power BI.

Not a must but a great advantage:

• Experience working in cross-border payments fintech banking ecommerce or marketplaces.
• Strong commercial acumen with experience identifying and executing upsell and cross-sell opportunities.
• Experience building Customer Success frameworks segmentation models and lifecycle strategies.
• Familiarity with Customer Success methodologies and health-scoring frameworks.
• Experience managing strategic accounts and executive stakeholder relationships.

What success looks like:

• Consistent achievement of retention expansion GMV and customer health targets.
• Strong NRR and GRR performance across the managed portfolio.
• High team engagement development and retention levels.
• Predictable forecasting of churn renewals and growth opportunities.
• Scalable customer success processes and operational excellence.
• Strong cross-functional collaboration that improves customer outcomes and drives business growth.
• Customers who achieve measurable business value and expand their relationship with Payoneer over time.

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