<div class="content-intro"><p><strong>About Payoneer</strong></p> <p>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.</p> <p>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.</p></div><p></p> <h2>Role Summary</h2> <p>We are looking for a <strong>Senior Director, Customer Success for Latin America</strong> to own the retention and growth strategy for our LATAM customer base — from SMB at scale to larger, strategic accounts.</p> <p>This is a <strong>hands-on regional leadership role</strong> within a global Customer Success organization. You will own regional outcomes, define and launch LATAM-specific retention and growth initiatives, and adapt the global Customer Success model to what works best for the market. You will be expected to bring fresh, data-informed ideas, turn them into measurable programs, and drive execution with speed and rigor.</p> <p>You will also act as the <strong>voice of LATAM within the global organization</strong>, influencing global teams and senior stakeholders to secure the priorities, resources, and decisions the region needs to succeed.</p> <p>This role is ideal for a <strong>results-driven, entrepreneurial CS leader</strong> who combines strategic thinking with hands-on execution — someone who can identify opportunities, build the strategy, remove blockers, and deliver measurable business outcomes.</p> <h2>What you'll do</h2> <ul> <li> <p><strong>Own the LATAM retention and growth strategy</strong> — define the regional agenda and identify new opportunities to improve retention, adoption, and expansion across the customer base.</p> </li> <li> <p><strong>Design, launch, and iterate region-specific programs</strong> — develop lifecycle motions, retention plays, and growth initiatives tailored to LATAM segments; test, measure, and continuously improve based on results.</p> </li> <li> <p><strong>Adapt and elevate the global Customer Success model for LATAM</strong> — leverage global frameworks, playbooks, and KPIs where they work, while reshaping them where local market dynamics require a different approach.</p> </li> <li> <p><strong>Drive the full customer lifecycle</strong> — own onboarding, adoption, engagement, expansion, and renewals, balancing scalable SMB motions with a more sophisticated approach for larger and strategic accounts.</p> </li> <li> <p><strong>Execute with pace and quality</strong> — translate strategy into action, maintain high execution standards, and ensure regional priorities consistently move forward.</p> </li> <li> <p><strong>Unblock issues, escalations, and cross-functional initiatives</strong> — act as a regional problem-solver, rapidly removing obstacles and driving complex issues and projects to resolution.</p> </li> <li> <p><strong>Influence global teams on behalf of LATAM</strong> — partner with global Customer Success, Product, Risk, Operations, Sales, and Support teams to advocate for regional priorities and secure the resources and decisions needed to deliver results.</p> </li> <li> <p><strong>Own regional performance and KPIs</strong> — maintain accountability for retention, NRR/GRR, product adoption, churn, segmentation health, and other key Customer Success metrics.</p> </li> <li> <p><strong>Establish a disciplined operating cadence</strong> — lead dashboards, QBRs, success scorecards, forecasting, and executive reporting for the LATAM business.</p> </li> <li> <p><strong>Build, coach, and scale the regional CS organization</strong> — hire, develop, and retain high-performing talent while establishing a culture of ownership, accountability, speed, and customer obsession.</p> </li> <li> <p><strong>Strengthen regional cross-functional alignment</strong> — work closely with Sales, Product, Risk, Operations, and Support to improve customer outcomes and operational efficiency.</p> </li> <li> <p><strong>Be the voice of the LATAM customer</strong> — consolidate regional insights and translate them into clear, actionable recommendations for global teams.</p> </li> <li> <p><strong>Build executive customer relationships</strong> — engage directly with key and strategic accounts, particularly in high-value, complex, or escalated situations.</p> </li> </ul> <h2>Who you are</h2> <h3>Professional background</h3> <ul> <li> <p><strong>10–15+ years of experience</strong> in Customer Success, Account Management, Post-Sales, or a related customer-facing function, including senior leadership experience.</p> </li> <li> <p><strong>5+ years leading regional or country-level Customer Success teams</strong>, with direct accountability for execution, customer outcomes, and business results.</p> </li> <li> <p>A <strong>proven t