Customer Experience Manager (Americas)

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. Role Summary Embark on a journey to redefine B2B customer delight! We’re on the lookout for passionate individuals as Customer Champions who will orchestrate a symphony of satisfaction, turning each client interaction into a masterpiece of excellence. If you’re excited about crafting unforgettable experiences, let’s drive the future of customer enchantment together! What you’ll do: Customer Rhapsody: • Be the maestro of B2B relationships, creating harmonious connections with clients • Conduct a symphony of onboarding, ensuring clients dance into success seamlessly Riff with Resolutions: • Play a key role in resolving customer challenges, turning discord into delightful resolutions • Strum preventative chords, keeping issues at bay and maintaining a sweet serenade of satisfaction Choreograph Growth: • Partner with the sales team to choreograph growth strategies and pirouette toward client expansion • Dance through account management, ensuring clients waltz through our offerings with grace Feedback Jazz: • Jazz up our improvement initiatives by collecting and riffing on customer feedback • Collaborate with the band (cross-functional teams) to compose a symphony of continuous improvement Product Adoption Symphony: • Lead the orchestra in ensuring seamless product adoption, helping clients hit the right notes with our offerings • Fine-tune strategies to ensure customers groove effortlessly with our product lineup 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. What we are looking for: • Hustler spirit and strong ownership mindset – non-negotiable • Passion for delivering exceptional customer experiences and driving customer success • Bachelor's degree required; MBA or equivalent qualification is a plus • 6–9 years of experience in Customer Experience, Customer Success, Account Management, or a customer-facing operations role • Excellent communication, stakeholder management, and interpersonal skills • Strong problem-solving abilities with a customer-centric approach • Experience working with CRM platforms (Salesforce, HubSpot, etc.) and customer support/ticketing tools • Proven ability to manage customer relationships, navigate escalations, and collaborate effectively with cross-functional teams This role will be part of our Payoneer WFM business unit. #LI-PG1 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.