Customer Success Manager

Paystand is the world's leading blockchain-enabled B2B payments network, transforming commercial finance into a software-driven, zero-fee, and open ecosystem. Recognized as a CNBC/Statista 2026 World's Top Fintech company, Paystand delivers over a decade of on-chain payments experience to middle and large enterprises. Paystand's network services more than one million payors that have moved $20+ billion in volume. With its acquisitions of Yaydoo, Teampay and Bitwage, Paystand's full-stack platform includes agentic AI, its USDb stablecoin, and AR/AP solutions on one tightly integrated network. Its non-profit arm, Paystand.org, advances the mission to democratize finance through Bitcoin and blockchain technology. What We Do We built the financial system we always thought should exist: zero fees, zero friction, just your money, faster. Blockchain automates receivables and payables, cuts time-to-cash, and turns every transaction into revenue instead of cost. Why We Do It The current system takes a cut from the people who build, create, and grow — and calls it the cost of doing business. We don't buy that. Every fee we eliminate compounds into growth. We're here to decentralize finance and hand the power back to the businesses driving the real economy — extended further through Paystand.org's work to democratize finance through Bitcoin and blockchain. How We Do It We don't wait for permission or for the industry to catch up — we build the future of finance ourselves, on-chain, in the open. Small moves now, monumental results later. Join Us We're not looking for people who want a job in fintech. We're looking for people who want to build what comes after it. Paystand is where you help lead a financial revolution instead of just reading about one. We stand on change. Come stand with us. Role at a Glance Paystand is looking for an experienced Customer Success Manager to help customers get measurable value from our financial technology platform across Paystand and Yaydoo. This role is responsible for managing customer relationships after implementation, driving adoption, coordinating internal follow-through, and helping customers improve the way they manage payments, collections, accounts receivable, and financial operations. A key part of this role will be owning Paystand’s most strategic LATAM accounts. The CSM will serve as the main point of contact between customers and Paystand LATAM, coordinating customer requests across Product, Delivery, Finance, and Operations while managing renewals, communications, follow-ups, and day-to-day account operations. Responsibilities - Own and manage a portfolio of customer accounts across Paystand, building trusted relationships with key users, decision-makers, and internal stakeholders. - Serve as the primary owner for Paystand’s Enterprise customer in Mexico, ensuring clear communication, strong follow-through, renewal readiness, and a consistently high-quality customer experience. - Coordinate customer requests across Product, Delivery, Finance, Operations, and other internal teams to ensure issues are prioritized, tracked, and resolved. - Drive adoption of Paystand and Yaydoo solutions through proactive engagement, training, business reviews, best-practice guidance, and usage analysis. - Monitor customer health using adoption, engagement, retention, support, renewal, and satisfaction indicators; identify risks early and execute action plans to improve outcomes. - Manage renewals, customer communications, follow-ups, and day-to-day account operations with a high level of organization and accountability. - Analyze platform usage and customer workflows to identify opportunities for optimization, process efficiency, expansion, and stronger business value. - Provide practical guidance to customers on invoicing, collections, accounts receivable, reconciliation, payments workflows, and related financial operations. - Document customer insights, recurring issues, and product feedback in a structured way to help improve internal processes and product direction. - Use AI, automation, and digital tools to reduce manual work, improve customer follow-up, increase decision quality, and scale account management impact. Key Performance Metrics - Customer retention and renewal execution. - Adoption and active platform usage. - Customer health score improvement and risk reduction. - Churn prevention and mitigation. - Expansion support, including upsell and cross-sell opportunities. - Customer satisfaction, including NPS, CSAT, or equivalent feedback. - Time-to-value and onboarding/adoption progress. - Quality and timeliness of customer follow-ups, internal coordination, and account documentation. - Effective use of AI and automation to improve productivity, visibility, and customer outcomes. Requirements - 3 to 5 years of experience in Customer Success, Account Management, Strategic Account Management, or a similar customer-facing role in SaaS, fintech, or B2B technology. - Proven ability to manage mid-market or enterprise customer relationships, including renewals, stakeholder communication, issue resolution, and account planning. - Strong understanding of customer adoption, retention, health scoring, risk mitigation, and value realization in a SaaS environment. - Experience working cross-functionally with Product, Delivery, Finance, Operations, Support, and Sales teams to resolve customer needs. - Strong communication skills in Spanish and English, with the ability to lead customer meetings, manage follow-ups, and communicate clearly with executives and operators. - Analytical mindset with the ability to interpret usage data, identify patterns, prioritize action, and connect product adoption to business outcomes. - Familiarity with CRM and customer management tools such as HubSpot, Salesforce, or similar platforms. - AI-native operating mindset, including comfort using AI, automation, or digital tools to improve workflows, reduce manual work, and scale personal output. Nice to have - Experience supporting customers in payments, accounts receivable, invoicing, collections, reconciliation, ERP integrations, or financial operations. - Prior experience with Mexican billing, payment, or fintech ecosystems. - Experience managing strategic LATAM accounts or complex enterprise customers. - Familiarity with ERP, accounting, or finance systems. - Experience improving customer success processes through automation, playbooks, dashboards, or AI-enabled workflows. Benefits and Perks - Enjoy PTO and sick leave, because we believe in balance. - Fuel your days with free snacks and paid lunches in the office. - We've got your health covered with Major Medical Health Insurance. - Stay nourished with food vouchers and plan for your future with savings funds. - Enjoy a 30 day Christmas bonus (Aguinaldo) and 50% vacation premium. - Unlock stock options and own a piece of our success! - Work with the best tools and equipment, setting you up to thrive. - And the best part? Endless growth opportunities await you as we rapidly expand! If you're passionate about driving change in the FinTech landscape and being part of a company that is shaping the future of digital payments, we invite you to explore opportunities with Paystand. We understand that no candidate is perfectly qualified for any job. Experience manifests in diverse ways, skills are transferable, and passion is a powerful driver. Your journey and skills are unique, and we value the richness that diverse perspectives bring to our team. More than a resume, we prioritize a genuine commitment, impactful contributions, and the ability to thrive in our dynamic, collaborative environment. We are enthusiastic about providing you with opportunities to learn and grow within this role. If your experience aligns closely with what we're seeking, we encourage you to apply. We celebrate the belief that diversity in backgrounds and thoughts fuels better problem-solving and fosters more creative thinking. Our commitment to adding new perspectives to the team reflects our dedication to innovation and inclusivity. Your journey is important to us, and we look forward to the possibility of welcoming you to our team at Paystand. Feel free to reach out; we can't wait to hear from you. Most of our roles are onsite. Positions that are eligible for remote or hybrid work arrangements will be clearly indicated in the job posting. For roles based in Mexico, only resumes submitted in English will be considered.#LI-Onsite