Early Retention Program Manager
Bangalore, India
Growth (Sales, Customer Success, Marketing, and Partnerships)
About Payoneer
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.
By taking the complexity out of the financial workflows–including everything from global payments and compliance to multi-currency and workforce management, to providing working capital and business intelligence–we give businesses the tools they need to work efficiently worldwide and grow with confidence.
Role Overview
We are seeking a seasoned, strategic Early Lifecycle Retention Lead to own and elevate Payoneer’s company-wide approach to early customer retention. This is a high-impact role focused on reducing churn within the first 90 days of the customer lifecycle—one of the most critical drivers of long-term revenue and customer value in fintech.
Operating at the intersection of data, customer insights, and strategy, this role requires a leader who has successfully partnered with senior stakeholders and led complex, cross-company initiatives. You will be responsible for defining the vision, building scalable frameworks, and embedding a customer-centric approach grounded in deep CX understanding and behavioral insights.
What You’ll Do
- Own and define the company-wide early lifecycle retention strategy, with clear accountability for reducing 0–90 day churn and improving activation and engagement metrics.
- Leverage customer insights and CX data (quantitative and qualitative) to deeply understand customer behavior, pain points, and friction across the early journey.
- Partner closely with senior leadership (VP/SVP level) across GTM, Risk, Product, and Operations to align on priorities, trade-offs, and execution plans.
- Lead large-scale, cross-functional programs end-to-end, from problem definition through execution and measurable business impact.
- Translate complex data into strategic insights, combining behavioral analytics with customer feedback (VoC, NPS, support signals) to identify churn drivers.
- Drive root-cause analysis at scale, incorporating both operational gaps and customer experience breakdowns across the lifecycle.
- Design and implement structured retention and CX frameworks, embedding best practices across onboarding, activation, and engagement journeys.
- Establish clear KPIs and executive-level reporting, including CX and customer health metrics, ensuring transparency and accountability.
- Influence decision-making at the highest levels, presenting sharp, insight-driven narratives that connect customer experience to business outcomes.
- Continuously optimize the early customer experience, including onboarding, activation, risk flows, and key customer touchpoints.
Who You Are
- A strategic operator who combines big-picture thinking with a strong bias for execution.
- Deeply customer-centric, with hands-on experience leveraging customer insights, VoC programs, and CX metrics to drive business decisions.
- Highly analytical and hypothesis-driven, with the ability to connect customer behavior and experience to churn and retention outcomes.
- Proven ability to lead without authority, influencing senior stakeholders and aligning diverse teams toward common goals.
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The Payoneer Ways of Working
Act as our customer’s partner on the inside
Learning what they need and creating what will help them go further.
Do it. Own it.
Being fearlessly accountable in everything we do.
Continuously improve
Always striving for a higher standard than our last.
Build each other up
Helping each other grow, as professionals and people.
If this sounds like a business, a community, and a mission you want to be part of, apply today.
We are committed to providing a diverse and inclusive workplace. Payoneer is an equal opportunity employer, and all qualified applicants will receive consideration for employment no matter your race, color, ancestry, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law. If you require reasonable accommodation at any stage of the hiring process, please speak to the recruiter managing the role for any adjustments. Decisions about requests for reasonable accommodation are made on a case-by-case basis.
