Lead, Customer Experience

Payoneer; Gurugram District; On-site; INR 11,505,273 - 15,340,364; Full time

Job summary

Payoneer is seeking a Lead Customer Experience Manager (EMEA) to drive top-tier client relationships and strategic customer success initiatives. The role focuses on building scalable programs, aligning with sales and product teams, and delivering value to key accounts across North America and beyond.

You will lead onboarding, champion customer advocacy, and implement proactive strategies to improve satisfaction, retention, and revenue growth.

Qualifications

• 6+ years of experience in Customer Experience or Account Management, B2B SaaS preferred.
• Strong leadership and strategic thinking with a track record of managing high-value accounts.
• Excellent communication, negotiation, and relationship-building abilities.
• Experience with CRM software to optimize client interactions.
• Data-driven mindset focused on improving customer journeys and outcomes.
• Ability to work across different time zones and manage global accounts.

Responsibilities

• Own and drive customer success strategies for long-term retention and growth.
• Lead high-value client relationships and deliver exceptional B2B experiences.
• Oversee onboarding to ensure clients realize value from day one.

Skills

Leadership

Strategic thinking

Communication

CRM software

Customer success tools

Data-driven mindset

Account management

Time zones

Tools

CRM systems

Job description

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 world’s underserved businesses to a rising global economy. We’re a community with over 2,500 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 workflows–including everything from global payments and compliance to multi-currency and workforce management, to providing working capital and business intelligence–we give businesses the tools they need to work efficiently worldwide and grow with confidence.

About the role:

Step into a leadership role where you drive customer success at the highest level! We are looking for a Lead Customer Experience Manager (EMEA) to spearhead our B2B client relationships, ensuring every interaction is a seamless, value-driven experience. If you’re a strategic thinker who thrives on customer delight and team leadership, this is your opportunity to shape the future of customer success.

What you’ll do –

Customer Success Leadership:

• Own and drive customer success strategies, ensuring long-term retention andgrowth.
• Lead high-value client relationships, delivering an exceptional B2B experience.
• Oversee seamless onboarding processes to ensure clients realize value fromday one.

Customer Advocacy & Relationship Management:

• Act as the strategic partner for key clients, fostering deep and impactfulrelationships.
• Take charge of escalations and proactively resolve customer challengesfor North America region
• Implement proactive strategies to enhance customer satisfaction and retention.

Growth & Expansion:

• Collaborate with sales and product teams to drive account expansion andrevenue growth.
• Identifyopportunities for upselling and cross-selling, ensuringmaximumclientvalue.
• Develop account strategies to enhance client engagement and productadoption.

Data-Driven Customer Insights & Feedback:

• Gather,analyzeandleveragecustomer feedback to drive product and serviceimprovements.
• Collaborate cross-functionally to refine processes and enhance overallcustomer experience.
• Establish metrics and KPIs to measure customer success and satisfaction effectively.

Product Adoption & Strategy:

• Guide clients through seamless product adoption, ensuring they maximize thevalue of our solutions.
• Develop playbooks, training programs, and best practices to improve customerengagement.
• Stay ahead of industry trends to continuouslyoptimizecustomer successstrategies.

CSM Partnership:

• Build andmaintaina strong partnership with Customer Success Managers (CSMs), ensuring seamless collaboration across account management, operational delivery, client retention, and growth initiatives.
• Proactively share relevant client context, risks, priorities, and ongoing operational d developments with CSMs to enable a consistent, informed, and high-quality client experience throughout the customer lifecycle.

Who you are–

• Proven experience (6+ years) in Customer Experience or Account Management, preferably in a B2B SaaS environment.
• Strong leadership and strategic thinking skills witha track recordof managinghigh-value accounts.
• Excellent communication, negotiation, and relationship-building abilities.
• Experience with CRM software and customer success tools tooptimizeclientinteractions.
• Data-driven mindset with a passion for improving customer journeys andbusiness outcomes.
• Ability to work across different time zones and manage global customeraccounts.

Note: This role will be part of our WFM business unit.

The Payoneer Ways of Working

Act as our customer’s partner on the inside

Learning what they need and creating what will help them go further.

Do it. Own it.

Being fearlessly accountable in everything we do.

Continuously improve

Always striving for a higher standard than our last.

Build each other up

Helping each other grow, as professionals and people.

We are committed to providing a diverse and inclusive workplace. Payoneer is an equal opportunity employer, and all qualified applicants will receive consideration for employment no matter your race, color, ancestry, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law. If you require reasonable accommodation at any stage of the hiring process, please speak to the recruiter managing the role for any adjustments. Decisions about requests for reasonable accommodation are made on a case-by-case basis.