Senior Lead, Customer Success

Role Summary

Location: Sao Paulo, Brazil

Hybrid

Full-time

Payoneer is looking for a Sr. 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. You'll 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 you'll 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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