Senior Director, Customer Success – LATAM

The role

You will own the retention and growth strategy for the LATAM customer base. You will design region-specific programs and adapt the global Customer Success model for the market. You will also lead the regional CS organization and act as the voice of LATAM within the global organization.

What you will do

• Own the LATAM retention and growth strategy
• Design, launch, and iterate region-specific programs
• Adapt and elevate the global Customer Success model for LATAM
• Drive the full customer lifecycle
• Execute with pace and quality
• Unblock issues, escalations, and cross-functional initiatives
• Influence global teams on behalf of LATAM
• Own regional performance and KPIs
• Establish a disciplined operating cadence
• Build, coach, and scale the regional CS organization

Required qualifications

• 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
• Proven track record of hands-on execution and delivering results in fast-paced, complex environments
• Demonstrated experience originating and launching retention and growth strategies
• Strong experience operating Customer Success models at scale
• Proven ability to influence across a matrix organization
• Deep knowledge of the LATAM market
• Professional fluency in Spanish and/or Portuguese
• Business-level English

Nice to have

• Experience in fintech or payments is a significant advantage
• Experience managing SMB customers at scale is a strong advantage
• Experience evolving Customer Success toward more strategic and upmarket customer engagement is a strong advantage

About the company

Payoneer is a global financial platform that removes friction from doing business across borders. It has over 2,500 colleagues working in over 190 countries and territories.