Jr. Customer Success Manager

Overview

Paystand is a fintech company focused on decentralized finance (DeFi) and blockchain-enabled financial processes.

With hubs in Santa Cruz, San Francisco, Austin, Minneapolis, Mexico City, Hermosillo, and Guadalajara, we are a fast-growing global player recognized on the Inc. 5000 list for five consecutive years.

We are building an expansive ecosystem through strategic acquisitions (Teampay for spend management and Yaydoo for AR / AP in Latin America) to revolutionize financial operations worldwide.

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

Why Paystand : We aim to revolutionize digital payments and decentralize finance, starting with B2B payments.

How we do it : We are change-makers in the DeFi movement, and we are looking for people who want to shape the future of fintech.

Join Us : Be part of something bigger.

Help lead the financial revolution at Paystand.

Role at a glance

We are looking for a Customer Success Manager Jr. who combines professionalism and empathy with solid technical execution.

This person will be the day-to-day bridge between our customers and the platform, ensuring their success through timely support, clear communication, and high attention to detail.

The role is ideal for someone who thrives in structured environments, enjoys solving recurring challenges, and is passionate about delivering an excellent customer experience in the SaaS world.

Key Responsibilities

Ensure response and resolution times during the Support Process are met in alignment with established SLAs.

Maintain ongoing, proactive communication with clients to support their success goals.

Guide customers through onboarding, platform adoption, training and follow-up processes.

Manage tickets, issues, and feature requests using platforms such as Zendesk, HubSpot, and Jira.

Identify opportunities to improve product usability, support processes, and service delivery.

Monitor and report on key success metrics such as CSAT, NPS, and retention rates.

Coordinate with Product and Engineering teams to escalate and resolve complex cases.

Implement strategies to elevate the overall customer experience and reduce churn.

Qualifications

Ideal experience for this role can be gained through a combination of professional career, educational background, certifications, or relevant projects.

At least 2 years of experience in customer-facing roles.

At least 1 year as a Customer Success Manager Jr. in SaaS, Fintech, or Tech.

Remaining experience can include internships, customer support, call centers, etc.

Familiarity with CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score), two key metrics used to measure user satisfaction and loyalty.

Perks

Generous PTO and sick leave to support work-life balance.

Free snacks and paid lunches in the office.

Major Medical Health Insurance.

Stock options to share in our success.

Access to high-quality tools and equipment.

Ample growth opportunities as we expand.

All roles are on-site only.

Only English resumes will be considered.

Details

Seniority level : Not Applicable

Employment type : Full-time

Industries : Technology, Information and Internet, Software Development, IT Services and IT Consulting

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