Sr. Customer Success Manager (Guadalajara)

Role At A Glance

We’re looking for a strategic operator to join our Customer Success team — someone who thrives in high‑accountability environments and can drive real results with senior stakeholders.

As a Senior Customer Success Manager, you’ll own the customer experience from Deal Close through Renewal, helping high‑value customers modernize their finance operations, adopt transformative workflows, and unlock measurable ROI with Paystand. You’ll be the customer’s long‑term partner and internal advocate, guiding adoption strategy, aligning stakeholders, and unblocking value throughout the journey. This is a role for someone who can lead with outcomes, influence cross‑functionally, and act as a force multiplier for both the customer and the business. You’ll regularly engage with executive‑level stakeholders to connect Paystand’s platform to their strategic initiatives, helping shape transformation efforts from both an operational and financial lens. You’ll be expected to operate with confidence across a diverse set of stakeholders, including C‑suite executives, Controllers, and Directors. You will also play a key role in internal orchestration, ensuring the right teams are engaged at the right moments to accelerate success.

Key Responsibilities

• Own outcomes across the customer journey — from Deal Close through Renewal.
• Build and maintain strategic relationships with key finance and AR/AP stakeholders, understanding their KPIs and operational goals.
• Monitor onboarding progress from a strategic perspective, ensuring configuration aligns to long‑term success and flagging potential risks as needed.
• Lead adoption of core workflows and features, including Smart Lockbox, Push to Pay, and AutoCash, ensuring customers scale processing toward tier targets.
• Monitor customer health signals and intervene early to mitigate risk, leveraging structured retention strategies and cross‑functional collaboration.
• Deliver quarterly business reviews, ROI updates, and usage insights that reinforce value and uncover opportunities for automation and optimization.
• Partner with the Customer Growth team on expansion and renewal strategy, while maintaining a value‑first approach to customer success.
• Serve as the internal advocate for your customers across Product, Support, Engineering, and Business Operations.

Qualifications

• 5+ years in Customer Success, Account Management, or Solution Consulting in a SaaS or Fintech environment.
• Strong understanding of Accounts Receivable operations and KPIs (e.g., DSO, unapplied cash, reconciliation workflows).
• Experience working with ERP platforms (NetSuite, Oracle, SAP, Sage, etc.) in a customer‑facing or consultative role.
• Familiarity with payment processing systems, AR automation tools, and enterprise finance transformation initiatives.
• Proven ability to engage with mid‑market to enterprise customers and influence outcomes across business and technical stakeholders.
• Comfortable with ROI storytelling, usage analytics, and value realization frameworks.
• Experience with systems like Totango, Salesforce, HubSpot, or equivalent CRMs or customer success platforms.
• Bonus: background in change management, implementation best practices, or large‑scale digital transformation.
• Can confidently “talk shop” with Controllers and AR leaders.