Sr. Customer Success Manager

At Paystand, we're not just another fintech company—we're trailblazers in decentralized finance (DeFi), transforming how businesses manage their finances. With thriving hubs in Santa Cruz, San Francisco, Austin, Minneapolis, Mexico City, Hermosillo, and Guadalajara, we're leading a global revolution in financial systems. Recognized on the Inc. 5000 list for five consecutive years, we're among the fastest-growing companies reshaping the future of finance.

Our Expanding Ecosystem: Paystand isn't just a company—it's a growing global network. With the strategic acquisitions of Teampay, a leader in spend management, and Yaydoo, a top AR and AP platform in Latin America, we're building an expansive ecosystem designed to revolutionize financial operations and fuel business growth worldwide.

Why Paystand?

What We Do: By harnessing the power of blockchain technology, we digitize receivables, automate financial processes, reduce time-to-cash, lower transaction costs, and unlock new revenue streams for businesses.

Why We Do It: We're driven by a mission to revolutionize digital payments and decentralize finance, creating a more open, inclusive, and transparent financial ecosystem, starting with B2B payments.

How We Do It: As change-makers in the DeFi movement, we don't just follow trends—we set them. If you're passionate about shaping the future of fintech and eager to redefine what financial technology should look like, Paystand is the place where you can make a significant impact.

**Join Us: Be part of something bigger. Join Paystand and help us lead the financial revolution.**:
**Role At A Glance**

Deliver high-impact account management, data-driven strategies, and customer lifecycle optimization to ensure long-term retention, satisfaction, and revenue growth. This role serves as a strategic partner to the Customer Success Director and is responsible for leading initiatives that strengthen client relationships, expand account value, and maximize Customer Lifetime Value (CLV).

**Key Responsibilities**:

- Manage strategic accounts, ensuring adoption, retention, and expansion.
- Act as a senior escalation point and operational partner for the Director of Customer Success.
- Analyze usage, engagement, and behavioral data to generate insights and drive strategic decisions.
- Build and present executive-level reports focused on CSAT, NPS, usage trends, churn risk, and value realization.
- Design and execute account growth strategies in collaboration with Sales and Product.
- Lead customer segmentation, health scoring models, and Monthly business review (MBR) processes.
- Identify early signs of risk and implement preventive measures to preserve relationships.
- Coordinate cross-functional efforts with Support, Product, and Engineering to resolve friction points and improve the customer journey.
- Create frameworks and playbooks that enhance retention and customer success practices.
- Integrate feedback loops from tools such as Zendesk, HubSpot, Jira, Metabase, and SQL dashboards.
- Participate in onboarding, training, and strategic engagement of high-value clients.
- Implement improvements based on customer feedback and data from Zendesk, HubSpot, Jira, and Metabase.
- Participate in onboarding processes, training sessions, and strategic customer engagement.

**Qualifications**:

- Minimum of 5 years of total professional experience, including roles in customer-facing or client-impact functions within the SaaS or Tech industry.
- At least 1 year as a Senior Customer Success Manager or Key Account Manager, managing strategic accounts with a focus on retention, adoption, and revenue growth.
- Remaining experience may include roles such as:

- Mid-level Customer Success Manager
- Technical Support or Implementation Specialist
- Sales Enablement or Sales Operations
- Client Solutions Analyst or other roles focused on lifecycle management or customer impact
- Hands-on experience with customer success frameworks (e.g., Health Scores, Success Plans, MBRs).
- Strong familiarity with metrics such as ARR, MRR, Churn Rate, NPS, CSAT, and CLV.

**Perks**:

- Enjoy generous 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.
- 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.

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 closel