Senior Customer Success Manager

Build Your Career | Have Fun | Make a Difference

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 world’s top digital brands and truly cares for its customers, join us at Payoneer!

Company Profile
Payoneer’s mission is to empower businesses to go beyond – beyond borders, limits and expectations. In today’s 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.

Payoneer’s 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 world’s 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 retention—it 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 Payoneer’s 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 client's 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:

• Bachelor's 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 Manager's role is multifaceted, encompassing customer satisfaction, adoption, and retention, along with the ability to design and execute scalable strategies to drive long-term success.