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Customer Success Manager

Payoneer

Payoneer

Administration
New Delhi, Delhi, India
Posted on Tuesday, January 30, 2024

A universe of opportunities. Open to you.

Payoneer’s mission is to empower anyone, anywhere to participate and succeed in the global economy. If our mission connects with your values, if you revel in solving complex challenges, and if you want to continuously advance your career, come realize your potential at Payoneer!

Life at Payoneer is a global community, where you’ll work with colleagues all over the world, in a hybrid or remote work frame. As an equal opportunity employer, the only things that matter to us are your skills, your drive and your desire to have a positive impact on others.

Payoneer is looking for a Customer Success Manager to join an extremely fast-growing global Fintech business. The ideal candidate will be comfortable in a fast-paced, multi-tasking and high energy environment.

The ideal candidate will be comfortable in a fast-paced, multi-tasked, high-energy environment with an ability to deal with ambiguity. Candidate should possess a strong account management background that enables him or her to drive engagement with key stakeholders.

Location

Bangalore or New Delhi, India

What you’ll be spending your time on:

  • Relationship Management:
    • Build and maintain strong, long-lasting relationships with key clients.
    • Understand each client's business objectives, pain points, and growth opportunities to provide personalized solutions.
  • Account Strategy:
    • Develop and implement account strategies to maximize revenue, cross-selling opportunities, and client satisfaction.
    • Identify upsell and cross-sell opportunities within existing accounts.
  • Program Development:
    • Design and implement customer success programs and framework tailored to customer segments.
    • Develop scalable processes to manage many customer relationships efficiently.
  • Customer Segmentation:
    • Segment customers based on their needs, behaviours, and lifecycle stages.
    • Customize communication and engagement strategy for each segment.
  • Product Adoption:
    • Drive product adoption and feature utilization among customers through targeted outreach, training, and resources.
    • Monitor customer usage patterns and proactively address barriers to adoption.
  • Data-Driven Insights:
    • Analyse customer data to identify trends, assess customer health, and predict potential issues.
    • Develop action plans based on insights to improve customer satisfaction and retention.
  • Customer Communication:
    • Develop and execute automated and personalized communication strategy, including email campaigns, in-app messages, and webinars.
    • Regularly update customers on product enhancements and industry best practices.
  • Customer Advocacy:
    • Foster a culture of customer advocacy by identifying satisfied customers willing to provide testimonials, case studies, or referrals.
    • Encourage participation in user communities and forums.
  • Retention:
    • Identify and address factors affecting retention, proactively working to minimize churn.
  • Feedback and Product Insights:
    • Collect customer feedback at scale and convey insights to product development and marketing teams.
    • Ensure that customer suggestions and pain points are addressed in the product roadmap.
  • Scalable Tools and Technology:
    • Identify and implement customer success management tools and technologies to streamline processes.
    • Leverage customer relationship management (CRM) and customer success platforms.

Is this you?

The Payoneers are:

Accountable | Adaptable | Collaborative | Communicative | Fast Learners | Independent | Motivated | Problem Solvers | Resilient | Technically Proficient

For this role you have also:

  • Bachelor's degree in business, finance, or a related field (MBA preferred).
  • Proven experience in a customer success role within the fintech industry, with a focus on scalable customer engagement and retention.
  • Strong understanding of financial technology products and services.
  • Exceptional project management and organizational skills.
  • Proficiency in data analytics and customer relationship management tools.
  • Excellent communication and presentation skills.
  • Ability to work collaboratively with cross-functional teams.
  • Results-oriented with a track record of achieving customer retention and growth goals.
  • The following would be considered a plus for candidates:
  • Experience in the Payments and Banking industry.
  • Experience with data analytics & BI tools.

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