Senior Customer Experience Manager at Payoneer

Gurugram, IndiaFull-timeWFMPosted 2 months ago

About the Role

<div class="content-intro">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.</div>About Payoneer Workforce Management (WFM) Payoneer Workforce Management (WFM) is Payoneer's global workforce solutions business, helping companies hire, onboard, pay, and manage talent anywhere in the world. The business enables organizations to build international teams quickly and compliantly without the need to establish legal entities in every country where they hire. As remote and distributed workforces become increasingly common, companies face challenges related to employment compliance, payroll, benefits administration, contractor management, and local labor regulations. Payoneer WFM simplifies these complexities through technology-enabled workforce solutions and in-country expertise. What We Do: Payoneer WFM provides end-to-end solutions that help businesses: <ul> <li>Engage and manage contractors compliantly</li> <li>Process global payroll across multiple countries and currencies</li> <li>Manage onboarding and offboarding processes</li> <li>Ensure compliance with local employment and labor laws</li> <li>Handle benefits administration and workforce operations</li> <li>Support international expansion without requiring entity setup</li> </ul> Today, Payoneer WFM supports businesses across more than 160 countries, enabling them to access talent globally while maintaining compliance and operational efficiency. The platform enables businesses to: <ul> <li>Hire employees and contractors in 160+ countries</li> <li>Run global payroll in 70+ currencies</li> <li>Manage onboarding, contracts, benefits, compliance, expenses, and offboarding from a single platform</li> <li>Navigate local labor laws, tax requirements, and employment regulations across jurisdictions.</li> </ul> Employer of Record (EOR): A key offering within WFM is Employer of Record (EOR). Under the EOR model, Payoneer WFM becomes the legal employer of an individual in their local country while the client company manages the employee's day-to-day responsibilities, goals, and performance. This allows organizations to hire talent internationally without establishing a local subsidiary or legal entity. Payoneer WFM manages employment contracts, payroll, taxes, statutory benefits, and compliance requirements, enabling clients to focus on growing their business. Why This Market Matters: The global workforce landscape has changed significantly over the last few years. Companies are increasingly adopting remote and distributed hiring models, allowing them to access talent regardless of geography. As a result, the demand for global employment solutions, international payroll, and compliance management has grown rapidly. How WFM Fits Within Payoneer: Payoneer is widely recognized as a global financial technology company that enables businesses to send, receive, and manage cross-border payments worldwide. Workforce Management extends this mission by helping businesses not only move money globally but also hire and manage talent globally. Together, these solutions enable companies to build, operate, and scale international businesses more efficiently. Payoneer WFM is helping redefine how companies build global teams, making international hiring simpler, faster, and more accessible for businesses around the world. About the role: Step into a leadership role where you drive customer success at the highest level! We are looking for a Sr. Customer Experience Manager (Americas) 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:  <ul> <li>Own and drive customer success strategies, ensuring long-term retention and growth. </li> <li>Lead high-value client relationships, delivering an exceptional B2B experience. </li> <li>Oversee seamless onboarding processes to ensure clients realize value from day one. </li> </ul>  Customer Advocacy & Relationship Management:  <ul> <li>Act as the strategic partner for key clients, fostering deep and impactful relationships. </li> <li>Take charge of escalations and proactively resolve customer challenges for North America region </li> <li> Implement proactive strategies to enhance customer satisfaction and retention. </li> </ul>  Growth & Expansion:  <ul> <li>Collaborate with sales and product teams to drive account expansion and revenue growth. </li> <li>Identify opportunities for upselling and cross-selling, ensuring maximum client value. </li> <li>Develop account strategies to enhance client engagement and product adoption. </li> </ul>  Data-Driven Customer Insights & Feedback:  <ul> <li>Gather, analyze and leverage customer feedback to drive product and service improvements. </li> <li>Collaborate cross-functionally to refine processes and enhance overall customer experience. </li> <li>Establish metrics and KPIs to measure customer success and satisfaction effectively.</li> </ul> Product Adoption & Strategy:  <ul> <li>Guide clients through seamless product adoption, ensuring they maximize the value of our solutions. </li> <li>Develop playbooks, training programs, and best practices to improve customer engagement. </li> <li>Stay ahead of industry trends to continuously optimize customer success strategies. </li> </ul> CSM Partnership:  <ul> <li>Build and maintain a strong partnership with Customer Success Managers (CSMs),  ensuring seamless collaboration across account management, operational delivery, client retention, and growth initiatives. </li> <li>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. </li> </ul> Who you are –    <ul> <li>Proven experience (6+ years) in Customer Experience or Account Management, preferably in a B2B SaaS environment. </li> <li>Strong leadership and strategic thinking skills with a track record of managing high-value accounts. </li> <li>Excellent communication, negotiation, and relationship-building abilities. </li> <li>Experience with CRM software and customer success tools to optimize client interactions. </li> <li>Data-driven mindset with a passion for improving customer journeys and business outcomes. </li> <li>Ability to work across different time zones and manage global customer accounts.  </li> </ul> Note: This role will be part of our WFM business unit. <div class="content-conclusion">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.</div>

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