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!