Customer Success Specialist

Location: Mexico City (Hybrid)

About the Opportunity

We are a leading payments infrastructure platform revolutionizing the financial technology landscape in LATAM. For over a decade, we have developed unique solutions specifically built for emerging markets, helping thousands of companies—from high-growth startups to large enterprises—simplify secure payments and grow their revenue.

As a Junior Customer Success Specialist, you will play a critical role in ensuring our merchants derive maximum value from our ecosystem. You will be responsible for fostering long-term loyalty, driving retention, and identifying growth opportunities within your assigned portfolio.

Key Responsibilities

• Client Onboarding & Training: Guide new clients/merchants through the onboarding process and provide in-depth training to ensure a seamless experience with their platform.
• Account Management: Act as a trusted advisor for a portfolio of clients, maintaining regular communication to ensure ongoing engagement and satisfaction.
• Product Adoption, Cross Selling & Upselling/Revenue Growth: Educate clients on additional features and services that align with their business goals, driving value through strategic upselling and cross-selling.
• Merchant Retention: Proactively  contribute to initiatives that ensure clients see long-term value in our financial solutions.
• Issue Resolution: Partner with technical support, product, and internal teams to troubleshoot and resolve merchant issues promptly and effectively.
• Client Advocacy: Act as the "voice of the customer," sharing feedback and insights with internal teams to drive continuous product improvement.
• Reporting/Data & Insights: Provide clients with periodic usage reports, highlighting key performance metrics and recommending actionable optimizations.

Qualifications & Skills

• Education: Bachelors degree in Business, Finance, or a related field.
• Experience: 2+ years of experience in customer success, account management, or a similar role, preferably within the Fintech or payments industry.
• Sales Acumen: Proven knowledge in upselling and driving revenue growth from an existing customer base.
• Communication: Exceptional interpersonal skills with an energetic, customer-centric mindset and strong negotiation abilities.
• Analytical Mindset: Strong analytical skills with the ability to leverage data to drive decision-making and merchant strategy.
• Resilience: Ability to balance demanding customer requests with internal company scaling and priorities.
• Languages: Full professional fluency in both English and Spanish