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.
VP, Head of Global Customer Success
Role summary
We are looking for a VP, Head of Global Customer Success to lead our global Customer Success strategy and operations.
This is a global leadership role, in partnership with regional Customer Success leaders. Your mission will be to:
- Standardize and scale our global customer success strategy, frameworks and operating model
- Upgrade our account management practices to grow higher-value and more complex customers
- Maintain the strengths of our SMB-at-scale operations
This role is ideal for a data-driven, strategic CS leader who thrives in global environments and has deep experience building structured success programs across regions.
What you’ll do
- Define and lead Payoneer’s Global Customer Success strategy — balancing scalable SMB processes with more sophisticated account management practices for larger and more strategic customers.
- Operate in a matrix leadership structure, partnering with regional CSM Heads to drive alignment, consistency, and execution excellence.
- Design and own global KPI frameworks and reporting, including retention, NRR/GRR, product adoption, segmentation health metrics, and churn insights.
- Implement global governance and operational discipline, including dashboards, QBR structures, success scorecards, and executive reporting.
- Build scalable lifecycle programs — onboarding, adoption, expansion, renewals — tailored for SMBs while supporting the evolution toward mid-market / upper-SMB / light-enterprise customers.
- Lead business analysis and performance optimization, identifying opportunities to improve impact, efficiency, segmentation, and engagement models.
- Strengthening cross-functional alignment with Sales, Product, Risk, Operations, and Support to drive improved customer outcomes.
- Champion Voice-of-Customer and data-driven insights, converting findings into actionable strategies and priorities.
- Mentor and influence regional CS leadership, creating a collaborative global CS community.
Who you are
Professional Background:
- 10–15+ years of experience in Customer Success, Account Management, or Post-Sales leadership, including:
- 5+ years in global or multi-region leadership roles
- Proven experience operating in an HQ or corporate center role
- Experience leading through influence in matrix environments
- Strong experience building structured Customer Success models at scale, including segmentation, playbooks, KPI frameworks, lifecycle design, and operational governance.
- Experience in fintech or payments — significant advantage.
- Experience supporting SMB customers at scale — strong advantage.
- Experience evolving Customer Success toward more upmarket / strategic customer engagement — strong advantage.
- Demonstrated success influencing senior stakeholders and partners globally.
Skills & Competencies
- Highly analytical, comfortable with data, reporting, forecasting, and KPI ownership.
- Executive-level communication — clear, persuasive, structured.
- Strong business acumen and understanding of revenue drivers.
- Comfortable working across cultures and functions.
- Ability to balance strategic leadership with operational execution.
#LI-MI1
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.
If this sounds like a business, a community, and a mission you want to be part of, apply today.
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.
Payoneer Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Payoneer and has not been reviewed or approved by Payoneer.
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Healthcare Strength — Healthcare coverage in the US is described as fully funded for medical, dental, and vision. Feedback suggests this materially boosts the value of total rewards.
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Leave & Time Off Breadth — Time off includes 20 PTO days and supportive flexibility such as work-from-home reimbursements. These elements are frequently cited as enhancing work-life balance.
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Wellbeing & Lifestyle Benefits — Wellbeing and lifestyle perks such as wellness stipends, free Friday lunches, stocked kitchens, and office events are highlighted. These extras are seen as augmenting overall compensation value.
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What We Do
Payoneer is the financial technology company empowering borderless businesses to transact, do business, and grow globally. Founded in 2005, we're here to enable entrepreneurs and businesses in 190+ countries and territories to succeed in the global economy. Our all-in-one financial platform is built to removes barriers and simplify cross-border commerce, making it easier for millions of SMBs to pay and get paid, manage their funds across multiple currencies, and grow their businesses.
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