Senior Customer Success Manager, LATAM (Account Management)
Reap is a stablecoin-native financial infrastructure company providing business accounts, Visa corporate cards, global fiat payments, expense management, and embedded card and payment services.
Funding history
About Reap
Reap is a Hong Kong-founded fintech that bridges traditional finance and digital assets for global businesses. Its platform supports stablecoin-funded corporate cards, business payments settled in fiat, expense controls, treasury operations, and embedded card-issuing and payment infrastructure. Payward completed its acquisition of Reap on July 1, 2026; Reap continues operating as a standalone brand within the Payward ecosystem.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
Own strategic customer relationships while leading cross-functional activation, upsell, cross-sell, renewal, and churn-prevention initiatives. Design scalable playbooks, health models, lifecycle programs, and customer feedback loops.
Requirements
- Track record of achieving retention, expansion, and adoption targets.
- 8–10+ years of Customer Success or Account Management experience with strategic mid-market or enterprise accounts.
- Experience with web3, crypto, fintech, and payments customers, including stablecoins, wallets, card programs, AML/KYB, and API-driven products.
- Experience designing lifecycle programs, activation experiments, and customer health models.
- Strong analytics skills, data-tool fluency, AI skills, and dashboard-building experience.
- Strong executive communication skills, including MBRs and QBRs.
- Builder mindset with experience creating frameworks.
- Fluency in English and Spanish.
Responsibilities
- Own and grow strategic customer accounts.
- Run executive business reviews, map stakeholders, and drive multi-product adoption.
- Identify upsell and cross-sell opportunities and build expansion plans.
- Forecast growth, identify risks, and orchestrate cross-functional resolutions.
- Design lifecycle programs, health scoring, churn predictors, adoption dashboards, and intervention playbooks.
- Run measurable outbound engagement experiments.
- Represent customer feedback to Product and influence roadmap priorities.
- Partner with Product and Data to define success metrics, run betas, and enable feature adoption.
- Create account plans, success plans, value reviews, guides, playbooks, and templates.