Senior Customer Experience Manager
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What you'll do
- 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.
- Act as the strategic partner for key clients, fostering deep and impactful relationships.
- Take charge of escalations and proactively resolve customer challenges for North America region
- Implement proactive strategies to enhance customer satisfaction and retention.
- 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.
- 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.
What they're looking for
- Proven experience (6+ years) in Customer Experience 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.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
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 and growth.
- Lead high-value client relationships, delivering an exceptional B2B experience.
- Oversee seamless onboarding processes to ensure clients realize value from day one.
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 for North America region
- Implement proactive strategies to enhance customer satisfaction and retention.
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.
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.
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.
CSM Partnership:
- Build and maintain a 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 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 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.
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.
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.
Company
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