Customer Success Manager

About the role

You own the end-to-end success of enterprise accounts within Payoneer's e-Commerce vertical, acting as the primary strategic interface for a defined book of business. You translate complex business objectives into tangible, coherent plans that drive retention, expansion, and deep product adoption across client organizations. Your core function is to serve as the internal conductor, aligning product, legal, finance, and technical teams to deliver a unified and compelling value proposition to each account. You architect and manage the full client journey, ensuring that every interaction reinforces trust, clarity, and measurable progress toward their goals. This role demands a high level of ownership where you proactively identify risks, surface opportunities, and escalate appropriately to maintain momentum. You will transform high-level strategy into coordinated action, enabling our teams to scale efficiently, securely, and profitably in a complex cross-border environment. Positioned in Shenzhen, this is an on-site, full-time engagement designed for a hands-on operator who thrives in a fast-paced, matrixed environment.

Key facts

What you'll do

• Architect and manage orchestrated intake workflows that ensure requests are channeled cleanly and transitions remain seamless across departments.
• Design and implement build steps that integrate data, systems, and governance into functional pathways specifically for e-Commerce solutions.
• Guide scheduled review checkpoints where quality, risk, and compliance are rigorously assessed prior to any production deployment.
• Drive ship preparations by coordinating releases, training initiatives, and support structures to enable fast, secure, and reliable launches.
• Construct and manage partner roadmaps with ecosystem players and alliances to unlock additional value streams within e-Commerce markets.
• Champion health metrics and usage analytics to identify friction points and opportunities for experience enhancement across the customer journey.
• Design playbooks for cross-functional collaboration to remove obstacles for both customers and internal teams, streamlining processes and communication.
• Host strategic events and participate in industry forums to elevate the Payoneer brand through strategic visibility and informed dialogue with key stakeholders.
• Translate intricate business objectives into coherent plans that elevate retention and deepen adoption among strategic enterprise accounts.
• Operate as the central hub for client success, ensuring alignment between sales, delivery, and support teams to deliver unified value.
• Maintain a strict data-driven mindset when evaluating options and making decisions, applying basic to advanced data analysis skills consistently.
• Work cross-functionally with stakeholders at various levels to align goals and execution, ensuring mandatory compliance and operational standards are met.

Requirements

• Hold a Bachelor's degree or equivalent credential; a Master's degree is a distinct advantage in this trajectory and is viewed favorably.
• Bring over five years of professional experience in business development or account management, with demonstrable evidence of driving growth and exceeding targets.
• Possess between two and three years of focused e-Commerce experience, with a solid grasp of platforms, payment rails, and trade flows specific to the sector.
• Demonstrate exceptional communication skills in both English and Mandarin, covering written, verbal, and presentation needs at all organizational levels with clarity and precision.
• Apply basic data analysis skills rigorously and maintain a strict data-driven mindset when evaluating options, interpreting results, and making decisions.
• Exhibit the ability to work cross-functionally with stakeholders at various levels, aligning goals, execution plans, and operational workflows without friction.
• Operate with fearless ownership, staying intensely results and detail oriented to expand regional B2B business and maximize client lifetime value.
• Mastery of language and tools is expected, with daily fluency in MS Office, particularly PPT for storytelling and Excel for complex data manipulation and reporting.
• Show a strong commitment to compliance and quality standards, ensuring all client interactions adhere to Payoneer policies and regulatory requirements.
• Thrive in a collaborative environment where proactive problem-solving and transparency are essential for team and client satisfaction.

Nice to have

• Prior experience in fintech or financial platforms that navigate cross-border complexity and compliance is highly relevant and provides contextual advantage.
• Such exposure offers deeper insight into intricate workflows and regulatory considerations inherent in global e-Commerce, enhancing your effectiveness in the role.

Practical notes

• This is an on-site, full-time position based in Shenzhen, China, requiring physical presence during standard working hours.
• Travel may be required as part of the role's responsibilities, and candidates must be willing and able to comply with necessary visa requirements for domestic and international work-related trips.
• All hiring processes and final confirmations will be managed through the company's official hiring platform; please refer to that source for the most current application procedures and documentation requirements.