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.

You’re a fit if you:

• Can confidently “talk shop” with Controllers and AR leaders.
• Love solving operational problems and driving toward measurable impact.
• Know how to navigate ambiguity, structure your work, and lead cross-functional collaboration.
• Aren’t afraid to challenge the status quo when it benefits the customer.
• Operate with urgency, professionalism, and a long-game mindset.
  

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.
• Stay nourished with food vouchers and plan for your future with savings funds.
• 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!