Lead, Customer Experience

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 man