Senior Director, Customer Success - LATAM

About the role

Payoneer is looking for a Senior Director, Customer Success for Latin America to own the retention and growth strategy for its LATAM customer base, from SMB at scale to larger, strategic accounts. This is a hands-on regional leadership role within a global Customer Success organization, acting as the voice of LATAM to influence global teams and secure the priorities and resources the region needs.

Key responsibilities

• Define the regional agenda and launch region-specific retention and growth programs, including lifecycle motions, retention plays and growth initiatives, and continuously improve them based on results.
• Adapt global Customer Success frameworks, playbooks and KPIs to local market dynamics, and drive the full customer lifecycle from onboarding and adoption to expansion and renewals.
• Translate strategy into action, unblock escalations and cross-functional initiatives, and hold regional performance accountable through retention, NRR/GRR, adoption, churn and segmentation health.
• Lead dashboards, QBRs, success scorecards, forecasting and executive reporting, and build, coach and scale the regional CS team.
• Partner with global Customer Success, Product, Risk, Operations, Sales and Support teams, and engage directly with key and strategic accounts.

Required profile

• 10-15+ years in Customer Success, Account Management, Post-Sales or a related customer-facing function, including senior leadership experience.
• 5+ years leading regional or country-level Customer Success teams with accountability for execution and business results.
• Proven track record of originating and launching retention and growth strategies, and of operating Customer Success models at scale.
• Experience influencing across a matrix organization and securing resources without direct authority.
• Deep knowledge of the LATAM market, professional fluency in Spanish and/or Portuguese, and business-level English.
• Fintech or payments experience, and experience with SMB customers and upmarket engagement, are significant advantages.