Customer Success Manager

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.

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.

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.

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.

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.

• →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.

• 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.

• 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.

• 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.