CSM-Customer Success Manager (IC)

Role At A Glance

Were 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 youll 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.

Youll be the customers 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. Youll regularly engage with executive-level stakeholders to connect Paystands platform to their strategic initiatives helping shape transformation efforts from both an operational and financial lens.

Youll 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.

Youre 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.
• Arent 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.
• Weve 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!