Customer Success Manager
| Company | Paytronix |
|---|---|
| Location | Denver, CO, USA, Newton, MA, USA |
| Salary | $90000 – $120000 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior, Expert or higher |
Requirements
- 5–8+ years of Customer Success, Account Management, or Strategic Consulting experience in a B2B SaaS environment.
- Proven track record managing complex, high-value customer relationships and delivering measurable business outcomes.
- Strong executive presence and experience engaging with VP/C-level stakeholders.
- Deep understanding of customer lifecycle management and success metrics (GRR, NRR, NPS).
- Excellent communication, facilitation, and project management skills.
- Comfort with data analysis, business reviews, and strategic planning.
- Passion for delivering an exceptional customer experience.
Responsibilities
- Own strategic customer relationships: Develop trusted advisor status with key stakeholders and executive sponsors
- Drive customer outcomes: Help customers achieve their business goals using Paytronix solutions, supported by tech touch and organization tools and resources.
- Account growth and retention: Lead the expansion of customer accounts by identifying upsell and cross-sell opportunities; in partnership with Sales own gross revenue retention (GRR) and net revenue retention (NRR) targets.
- Strategic planning: Build and execute success plans, conduct regular business reviews, and align on KPIs to ensure value realization.
- Customer advocacy: Champion your customers’ needs internally and act as a voice of the customer to Product, Marketing, and Executive teams.
- Collaborate cross-functionally: Work closely with Implementation, Product, Support, Sales and Marketing teams to ensure a cohesive and consistent customer experience.
- Measure success: Track customer health, satisfaction (NPS), adoption and engagement metrics to prioritize actions and drive results.
- Gain customer trust through knowledge: Develop a strong understanding of Paytronix and The Access Group’s Solutions, of industry trends, key players/ competitors, and partners.
Preferred Qualifications
- Experience in the restaurant, hospitality, or convenience retail industries.
- Familiarity with customer engagement, loyalty, or digital marketing technologies.
- Salesforce and Gainsight experience a plus.
- Experience in the restaurant industry and/or with point-of-sale systems such as Micros or Toast or related technologies.