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: Tampa, US | Remote | 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.

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