Payoneer’s mission is to enable businesses of all sizes from anywhere in the world to access the rising, global economy by enabling them to transact globally as easily as they do locally. Life at Payoneer is a global community, where you’ll work with colleagues all over the world, serving small- and medium-sized business customers and partners in over 190 markets.
Desired Skills: Ability to work in different time zones, Familiarity with CRM software
Experience: 6-8 Years
Location: Gurugram
About the Role
Step into a leadership role where you drive customer success at the highest level! We are looking for a Lead Customer Success Manager (CSM Americaʼs) to spearhead our B2B client relationships, ensuring every interaction is a seamless, value-driven experience. If youʼre a strategic thinker who thrives on customer delight and team leadership, this is your opportunity to shape the future of customer success.
What Will You Do?
1. Customer Success Leadership:
● Own and drive customer success strategies, ensuring long-term retention and growth.
● Lead high-value client relationships, delivering an exceptional B2B experience.
● Oversee seamless onboarding processes to ensure clients realize value from day one.
2. Customer Advocacy & Relationship Management:
● Act as the strategic partner for key clients, fostering deep and impactful relationships.
● Take charge of escalations and proactively resolve customer challenges.
● Implement proactive strategies to enhance customer satisfaction and retention.
3. Growth & Expansion:
● Collaborate with sales and product teams to drive account expansion and revenue growth.
● Identify opportunities for upselling and cross-selling, ensuring maximum client value.
● Develop account strategies to enhance client engagement and product adoption.
4. Data-Driven Customer Insights & Feedback:
● Gather, analyze, and leverage customer feedback to drive product and service improvements.
● Collaborate cross-functionally to refine processes and enhance overall customer experience.
● Establish metrics and KPIs to measure customer success and satisfaction effectively.
5. Product Adoption & Strategy:
● Guide clients through seamless product adoption, ensuring they maximize the value of our solutions.
● Develop playbooks, training programs, and best practices to improve customer engagement.
● Stay ahead of industry trends to continuously optimize customer success strategies.
What Makes You a Great Fit?
● Proven experience 5 years in Customer Success or Account Management, preferably in a B2B SaaS environment.
● Strong leadership and strategic thinking skills with a track record of managing high-value accounts.
● Excellent communication, negotiation, and relationship-building abilities.
● Experience with CRM software and customer success tools to optimize client interactions.
● Data-driven mindset with a passion for improving customer journeys and business outcomes.
● Ability to work across different time zones and manage global customer accounts.
Top Skills
What We Do
Payoneer is the world’s go-to partner for digital commerce, everywhere. From borderless payments to boundless growth, Payoneer promises any business, in any market, the technology, connections and confidence to participate and flourish in the new global economy.
Since 2005, Payoneer has been imagining and engineering a truly global ecosystem so the entire world can realize its potential. Powering growth for customers ranging from aspiring entrepreneurs in emerging markets to the world’s leading digital brands like Airbnb, Amazon, Google, Upwork and Walmart, Payoneer offers a universe of opportunities, open to you.
