Head of Global Customer Success (HQ)

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.

Senior Director — Head of Global Customer Success (HQ)

Role Summary

We are seeking a Senior Director, Head of Global Customer Success to shape and lead Payoneer’s global Customer Success strategy.

Role

This is a global leadership role operating through matrix management — you will partner with and influence regional Customer Success leaders worldwide. Your mission will be to:

• Standardize and scale our global customer success framework
• Upgrade our account management practices to grow higher-value and more complex customers
• Maintain the strengths of our SMB-at-scale operations
  
  

• 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.
  
  

• 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.
  

• 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.