Senior Director, Customer Success – LATAM

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.

Role Summary

We are looking for a Senior Director, Customer Success for Latin America to own the retention and growth strategy for our 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. 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.

You will also act as the voice of LATAM within the global organization , influencing global teams and senior stakeholders to secure the priorities, resources, and decisions the region needs to succeed.

This role is ideal for a results-driven, entrepreneurial CS leader who combines strategic thinking with hands-on execution — someone who can identify opportunities, build the strategy, remove blockers, and deliver measurable business outcomes.

What you’ll do

• Own the LATAM retention and growth strategy — define the regional agenda and identify new opportunities to improve retention, adoption, and expansion across the customer base.
• Design, launch, and iterate region-specific programs — develop lifecycle motions, retention plays, and growth initiatives tailored to LATAM segments; test, measure, and continuously improve based on results.
• Adapt and elevate the global Customer Success model for LATAM — leverage global frameworks, playbooks, and KPIs where they work, while reshaping them where local market dynamics require a different approach.
• Drive the full customer lifecycle — own onboarding, adoption, engagement, expansion, and renewals, balancing scalable SMB motions with a more sophisticated approach for larger and strategic accounts.
• Execute with pace and quality — translate strategy into action, maintain high execution standards, and ensure regional priorities consistently move forward.
• Unblock issues, escalations, and cross-functional initiatives — act as a regional problem-solver, rapidly removing obstacles and driving complex issues and projects to resolution.
• Influence global teams on behalf of LATAM — 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.
• Own regional performance and KPIs — maintain accountability for retention, NRR/GRR, product adoption, churn, segmentation health, and other key Customer Success metrics.
• Establish a disciplined operating cadence — lead dashboards, QBRs, success scorecards, forecasting, and executive reporting for the LATAM business.
• Build, coach, and scale the regional CS organization — hire, develop, and retain high-performing talent while establishing a culture of ownership, accountability, speed, and customer obsession.
• Strengthen regional cross-functional alignment — work closely with Sales, Product, Risk, Operations, and Support to improve customer outcomes and operational efficiency.
• Be the voice of the LATAM customer — consolidate regional insights and translate them into clear, actionable recommendations for global teams.
• Build executive customer relationships — engage directly with key and strategic accounts, particularly in high-value, complex, or escalated situations.

Professional background

• 10–15+ years of experience 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 direct accountability for execution, customer outcomes, and business results.
• A proven track record of hands‑on execution and delivering results in fast‑paced, complex environments.
• Demonstrated experience originating and launching retention and growth strategies, not simply executing existing programs.
• Strong experience operating Customer Success models at scale, including segmentation, lifecycle design, playbooks, KPI frameworks, and operating cadences.
• Proven ability to influence across a matrix organization, including senior and global stakeholders, without relying on direct authority.
• Experience in fintech or payments is a significant advantage.