Role Summary:
We're looking for an Account Engagement Manager (AEM) to support our scaled Customer Success model in the US market. This role is designed to drive proactive, playbook-led engagement across a large portfolio of SMB customers, helping them adopt, grow, and realize value from Payoneer's fast, flexible, secure, and cost-efficient global payment solutions.
The AEM operates within a mass-engagement model, leveraging automation, customer signals, and data insights to deliver timely and relevant outreach. This role focuses on adoption, early-stage growth, retention, and light cross-sell, while identifying high-potential accounts for deeper engagement by Customer Success Managers (CSMs).
Location: NY, US | Hybrid | Full-Time
What you'll do- Manage and engage a large portfolio of SMB customers using a scaled, programmatic approach.
- Drive product adoption and early lifecycle engagement through playbooks, campaigns, and trigger-based outreach.
- Identify growth opportunities and expansion signals, including cross-sell and increased product usage.
- Partner closely with CSMs by identifying and qualifying high-potential accounts for transition into high-touch portfolios.
- Execute data-driven engagement strategies using customer behavior, lifecycle stage, and usage insights.
- Maintain accurate and up-to-date customer data and engagement tracking in CRM systems.
- Collaborate with Marketing, Ops, and Product teams to refine messaging, campaigns, and engagement strategies.
- Support inbound customer needs and respond to key signals with timely, relevant outreach.
- Contribute to continuous improvement of playbooks, workflows, and scaled engagement strategies.
Who you are- 2-4 years of experience in Customer Success, Account Management, Business Development, or a similar customer-facing role.
- Experience managing large customer portfolios in a scaled or tech-touch model.
- Strong understanding of customer lifecycle, adoption, and retention drivers.
- Excellent written and verbal communication skills, with the ability to deliver clear and compelling messaging at scale.
- Highly data-driven, with the ability to interpret customer signals and translate them into actions.
- Comfortable working with CRM systems (Salesforce), automation tools, and trigger-based workflows.
- Strong organizational skills and ability to prioritize across many accounts simultaneously.
- Ability to collaborate cross-functionally and operate effectively in a fast-paced, dynamic environment.
Nice to have- Experience working with SMB customers, particularly in cross-border payments, fintech, or ecommerce.
- Familiarity with tools like Salesforce, Salesloft, or customer engagement platforms.
- Experience with data analytics or BI tools.
- Background in payments, banking, or financial services.
#LI-FD1
In accordance with New York City Law, below is the annual base salary range for this position. Actual annual base salary is based on, but not limited to: experience, education, professional licenses, location and business needs. The position is eligible for health insurance, disability insurance, life insurance, 401k plan, paid-time off, and sick (and where applicable safe) leave. This position is also eligible for a discretionary year-end bonus.
The annual base salary range for this position is
$115,000-$130,000 USD
