Senior Customer Success Manager

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.

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If you are the kind of person that loves to get things done collaborate with colleagues all over the world and interested in joining a fast-growing global company that is trusted by the worlds top digital brands and truly cares for its customers join us at Payoneer!

Company Profile
Payoneers mission is to empower businesses togo beyond beyond borders limits and todays digital world Payoneer enables businesses of all sizes from anywhere in the world to access new economic opportunities by enabling them to transact globally as easily as they do locally.

Payoneers digital payments platform streamlines global commerce for millions of small businesses marketplaces and enterprises from over 200 countries and territories. Leveraging robust technology compliance operations and banking infrastructure Payoneer delivers a suite of services that includes cross-border payments working capital tax solutions and risk management. Powering growth for customers ranging from aspiring entrepreneurs in emerging markets to the worlds leading brands like Airbnb Amazon Google and Upwork Payoneer makes global commerce easy and secure. Payoneer founded in 2005 is headquartered in New York and has a team based all over the world with 13 locations in Asia Pacific.

If you thrive in a high-impact revenue-driven environment and enjoy owning customer growth building strategic partnerships and unlocking commercial opportunities this role is for you.

At Payoneer Customer Success is no longer just about retentionit is a core revenue engine driving expansion wallet share and long-term customer value.

Location -The role will be based in Bangalore or Gurgaon India.

Key Responsibilities:

• Revenue Ownership & Growth
• Own and deliver revenue targets across a portfolio of accounts.
• Drive net revenue retention (NRR) through expansion upsell and cross-sell.
• Identify and execute growth opportunities across Payoneers product suite (payments working capital cards etc.).
• Build and maintain a robust pipeline within existing accounts.
• Strategic Account Management
• Develop and execute account growth plans aligned with customer business goals.
• Build multi-threaded relationships across key stakeholders (CXOs finance ops).
• Position Payoneer as a strategic partner not just a service provider.
• Cross-Sell & Upsell Excellence
• Proactively identify product adoption gaps and expansion opportunities.
• Lead commercial conversations negotiations and deal closures within accounts.
• Collaborate with sales product and marketing to drive integrated solutions.
• Customer Lifecycle & Retention
• Own the end-to-end customer lifecycle.
• Drive high product adoption and engagement to ensure stickiness.
• Reduce churn through proactive risk identification and mitigation.
• Segment customers based on their needs behaviours and lifecycle stages.
• Customize communication and engagement strategy for each segment.
• Data-Driven Account Management
• Leverage data to track:
• Revenue trends
• Product penetration
• Customer health scores
• Translate insights into clear growth actions and strategies.
• Relationship Management:
• Build and maintain strong long-lasting relationships with key clients.
• Understand each clients business objectives pain points and growth opportunities to provide personalized solutions.
• Account Strategy:
• Develop and implement account strategies to maximize revenue cross-selling opportunities and client satisfaction.
• Identify upsell and cross-sell opportunities within existing accounts.
• Program Development:
• Design and implement customer success programs and framework tailored to customer segments.
• Develop scalable processes to manage many customer relationships efficiently.
• Scalable Tools and Technology:
• Identify and implement customer success management tools and technologies to streamline processes.
• Leverage AI customer relationship management (CRM) and customer success platforms.

Qualifications:

• Bachelors degree in business finance or a related field (MBA preferred).
• Proven experience in a customer success role within the fintech industry with a focus on scalable customer engagement and retention.
• Strong understanding of financial technology products and services.
• Exceptional project management and organizational skills.
• Proficiency in data analytics and customer relationship management tools.
• Excellent communication and presentation skills.
• Ability to work collaboratively with cross-functional teams.
• Results-oriented with a track record of achieving customer retention and growth goals.
• The following would be considered a plus for candidates:
• Experience in the Payments and Banking industry.
• Experience with data analytics & BI tools.

Customer Success Managers role is multifaceted encompassing customer satisfaction adoption and retention along with the ability to design and execute scalable strategies to drive long-term success.