Customer Success Specialist

About the role

You will manage and grow a large portfolio of existing client relationships, building long-term partnerships with top and mid-tail customers to identify emerging business needs and opportunities. You will proactively strengthen and expand these relationships to maximize retention, cross-sell, and upsell, increasing customer value and revenue through tailored engagement strategies. You will perform outbound outreach, including cold calls, to identify opportunities, activate customers, and drive commercial outcomes. You will design and execute multi-channel strategies to reach large customer segments at the right moment in their lifecycle, creating and qualifying opportunities effectively. You will lead educational initiatives, including webinars and workshops, to drive ongoing engagement within the portfolio and own the end-to-end commercial process, including demos, proposals, negotiations, and closing long-term agreements. You will build success stories, case studies, and business reports to showcase impact and support internal and external alignment, and drive retention and cross-selling initiatives by identifying business opportunities and defining go-to-market strategies, leveraging customer insights and market learnings.

Key facts

What you'll do

• Manage and grow large pool of existing client relationships, building long-term partnerships with top and mid-tail customers to identify emerging business needs and opportunities.
• Proactively strengthen and expand relationships to maximize retention, cross-sell, and upsell across the portfolio, increasing customer value and revenue through tailored engagement strategies.
• Perform outbound outreach, including cold calls, identify opportunities, activate customers, and drive commercial outcomes.
• Design and execute multi-channel strategies to reach large customer segments at the right moment in their lifecycle, creating and qualifying opportunities effectively.
• Drive retention, and cross-selling initiatives. Identify business opportunities and define go-to-market strategies, leveraging customer insights and market learnings.
• Build success stories, case studies, and business reports to showcase impact and support internal and external alignment.
• Lead educational initiatives, including webinars and workshops, to drive ongoing engagement within the portfolio.
• Own the end-to-end commercial process, including demos, proposals, negotiations, and closing long-term agreements.
• Analyze portfolio performance, interpret usage data, and translate insights into action plans that improve health scores and lifetime value.
• Partner with internal stakeholders to align messaging, positioning, and product feedback based on frontline customer input.
• Monitor competitive landscape and market trends, adjusting strategies to maintain relevance and capture share within existing accounts.
• Escalate complex situations to appropriate internal teams while maintaining a seamless customer experience and trust.
• Track and report on key engagement and commercial metrics, identifying trends and recommending optimizations for portfolio growth.
• Coordinate with product and operations teams to ensure customer initiatives are delivered smoothly and expectations are met.
• Maintain up-to-date records of all customer interactions, decisions, and outcomes within CRM to ensure visibility and continuity.
• Identify expansion paths through feature adoption, seat growth, and integration opportunities within the Payoneer ecosystem.
• Develop and maintain strong working relationships with key stakeholders across finance, risk, and technical teams.
• Utilize sales and engagement tools to streamline workflows, improve response times, and enhance the customer journey.
• Balance high-volume outbound activities with deep, consultative conversations to drive both scale and quality.
• Adhere to company policies, compliance standards, and data security protocols in all customer interactions.
• Continuously refine personal playbooks based on performance data, feedback, and evolving best practices.

Requirements

• Bachelor's degree, preferably in business or engineering.
• Fluent in English and Ukrainian.
• 2+ years of account management, sales, business development or other relevant experience.
• Expertise in developing business cases, financial analyses, and modeling, analyzing and forecasting economic and financial impacts.
• Strong written and verbal communication skills.
• Ability to present a business case to key stakeholders.
• High level of organization, focus, and ability to work under pressure.
• Proven ability to manage a large portfolio of customers simultaneously while maintaining high satisfaction levels.
• Comfort with high-volume outbound environments, capable of handling large outreach volumes without compromising quality.
• Demonstrated experience with CRM platforms such as Salesforce and expertise in sales reporting and data hygiene.
• Familiarity with payment industry dynamics, ERP systems, invoicing, reconciliation tools, and data-driven platforms.
• History of working with international clients across diverse industries and geographies.
• Experience selling B2B solutions in a highly consultative manner, focusing on stakeholder alignment and long-term value.
• Understanding of lifecycle marketing principles and the ability to apply them in a B2B context.
• Strong analytical mindset, comfortable interpreting metrics, building reports, and using data to inform decisions.
• Willingness to follow documented processes while also bringing initiative to improve workflows and outcomes.
• Excellent time management skills to prioritize tasks, meet deadlines, and balance multiple competing priorities.
• Commitment to maintaining confidentiality and handling sensitive customer and company information with integrity.
• Openness to feedback and a growth mindset focused on continuous learning and skill development.
• Readiness to collaborate closely with cross-functional teams to resolve issues and drive customer success.
• Resilience and adaptability in navigating ambiguous situations and shifting priorities in a fast-paced environment.

Nice to have

• High-volume outbound environment experience, comfortable handling large outreach volumes.
• Experience with CRM platforms like Sales Force and expertise in sales reporting.
• Familiarity with payment industry, ERP; invoicing, reconciliation tools and data-driven platforms.
• Proven track record in working with international clients across diverse industries.
• Experience selling B2B solutions in a highly consultative manner.

Practical notes

• Location specifics: Remote, Poland.

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