Customer Success Analyst

The Customer Success Analyst supports Customer Success by improving the quality, speed, and consistency of merchant support through (1) strong knowledge-base ownership, (2) structured technical triage, and (3) internal enablement. This role sits close to day-to-day support operations and works with Commercial, Product, and Engineering to ensure merchants and internal teams can adopt PayMongo's products smoothly.

This is a junior role intended for early-career candidates who are comfortable learning technical concepts quickly and translating them into practical guidance, documentation, and repeatable support workflows.

Key Responsibilities

1. Knowledge base and documentation (ownership and upkeep)

2. Maintain and continuously improve customer-facing knowledge bases, including developer documentation and support articles.

3. Turn recurring tickets into clear articles, troubleshooting guides, and internal runbooks.
4. Ensure docu...