Early Retention Program Manager

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.

We are seeking a highly analytical and cross-functional Early Retention Program Manager to lead company-wide initiatives aimed at reducing customer churn within the first three months of the customer lifecycle. 
 
This role will work closely with Go-To-Market, Operations, Platform  and Risk teams to identify the root causes of early churn, design and execute structured framework, strategy and action plans, and drive measurable improvements in early-stage customer retention. The ideal candidate combines strong analytical capabilities with exceptional stakeholder management and program leadership skills. 

What you’ll do   

• Own the company’s Early Retention strategy focused on reducing churn during the first 90 days of the customer lifecycle. 

• Analyze customer data to identify churn patterns, risk signals, behavioral trends, and operational gaps. 

• Conduct root cause analysis across departments (Go-To-Market, Operations, Risk, Customer Success, Product, etc.). 

•  Build comprehensive, cross-functional action plans to address early churn drivers. 

• Lead execution of retention initiatives end-to-end, ensuring accountability and timely delivery. 

• Define KPIs, success metrics, and tracking mechanisms to measure program impact. 

• Present insights, findings, and progress updates to senior leadership across the Org 

• Establish strong partnerships across the organization to ensure alignment and collaboration. 

• Continuously optimize onboarding, engagement, risk processes, and operational workflows to improve early customer experience. 

Who you are 

• Strong analytical and data-driven mindset with the ability to translate insights into action. 

• Excellent cross-functional leadership and stakeholder management skills. 

• Strategic thinker with hands-on execution capabilities. 

• Strong project and program management experience. 

• Ability to influence without direct authority. 

• Clear and confident communicator (written and verbal). 

• High ownership and accountability. 

• Structured problem solver with strong business judgment. 

• Ability to work in fast-paced, dynamic environments. 

Required Experience & Qualifications 

• 6+ years of experience in Program Management, Customer Retention, Customer Success, Strategy, Operations, or related roles. 

• Experience working with Go-To-Market, Operations, and Risk teams. 

•  Proven track record of reducing churn or improving customer lifecycle metrics. 

• Strong experience with data analysis tools (e.g., SQL, Excel, BI tools such as /Looker/Power BI) 

• Experience in SaaS, fintech, or high-growth technology companies – advantage. 

• Familiarity with customer lifecycle management and retention frameworks. 

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