Senior Customer Experience Manager

Payoneer
Gurugram
Full timeFunction: Customer Success & Account ManagementExperience: 6+ yearsSkills: ["Leadership","Strategic thinking","Communication","Negotiation","Relationship-building","Data-driven mindset"]

Lead B2B customer experience for key EMEA clients by owning customer success strategies, retention, and growth. Drive high-value account relationships and seamless onboarding so customers realize value quickly. Handle escalations for North America, use feedback to improve products and services, and set KPIs to measure success. Partner cross-functionally with Sales, Product, and CSMs while guiding product adoption through playbooks, training, and best practices.

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FursaFursa
Payoneer
Payoneer
1 month ago

Senior Customer Experience Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 56 minutes agoStatus: Live

Job Summary

Lead B2B customer experience for key EMEA clients by owning customer success strategies, retention, and growth. Drive high-value account relationships and seamless onboarding so customers realize value quickly. Handle escalations for North America, use feedback to improve products and services, and set KPIs to measure success. Partner cross-functionally with Sales, Product, and CSMs while guiding product adoption through playbooks, training, and best practices.
Location: Gurugram
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Manager level

Key Responsibilities

  • •Own and drive customer success strategies to support long-term retention and growth.
  • •Lead high-value B2B client relationships and ensure an exceptional customer experience.
  • •Oversee seamless onboarding so clients realize value from day one.
  • •Act as a strategic partner for key clients, proactively resolving challenges and managing escalations for the North America region.
  • •Collaborate with sales and product to drive account expansion, upselling/cross-selling, and product adoption using playbooks and training.

Key Requirements

  • •6+ years of experience in customer experience or account management, preferably in a B2B SaaS environment.
  • •Proven leadership and strategic thinking, with experience managing high-value accounts.
  • •Strong communication, negotiation, and relationship-building skills.
  • •Experience using CRM software and customer success tools to optimize client interactions.
  • •Data-driven mindset focused on improving customer journeys and outcomes.
Experience:6+ yearsB2B SaaS
Skills:LeadershipStrategic thinkingCommunicationNegotiationRelationship-buildingData-driven mindset
Languages:English
Tech Stack:CRMCustomer success tools

Company Brief

Payoneer
Provides cross-border payments and financial services platform enabling businesses and professionals to send, receive, and manage international payments, multi-currency accounts, and working capital solutions to support global commerce.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: New York, United States
Founded: 2005
WebsiteLinkedIn