Job Details

Customer Success Manager

Paytronix is a cloud-based digital guest engagement platform for the hospitality industry. Our innovative, unified platform provides loyalty programs, online ordering, gift cards, branded mobile applications, and strategic insights to more than 1,800 leading restaurant and convenience store brands. Our valued clients leverage the power of Paytronix across 50,000 sites globally to create seamless, personalized, and brand-authentic experiences that foster lasting relationships with their customers. For more than 20 years, Paytronix has been a trusted partner helping brands maximize the lifetime value of their guests and grow more profitable businesses.

The kind of person we are looking for:

We are looking for a Customer Success Manager to join our team and lead strategic customer relationships. This role is ideal for a seasoned CSM who thrives on creating executive-level partnerships, delivering business impact, and driving customer outcomes through data-driven insights and best practices. This role is for someone that is self-driven, wants to make an impact and thrives in a fast-paced environment.

You'll be the primary point of contact for a portfolio of our top-tier clients, responsible for aligning Paytronix solutions with their business goals, ensuring long-term success, and expanding our footprint through high-value engagements. If you are local to our Newton, MA or Denver, CO locations, there is a hybrid (2-days per week) in-office requirement.

The kind of stuff you'll be doing:

• 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.

The kind of experience you'll need:

• 58+ 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.
• Some travel required

The extra stuff that would be nice:

• 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

Salary range: $90k - $120k OTE

Benefits:

At Paytronix, we offer a wide variety of benefits aimed at allowing our employees to prioritize their well-being, and be their best selves:

Retirement: Paytronix allows employees to contribute to their 401k through Fidelity. The company plan matches 100% of the first 5% of an employee's contribution based on individual salary.

Medical: Paytronix offers medical and dental benefits through Blue Cross Blue Shield, and vision insurance through EyeMed. Paytronix offers plans to contribute to Health Savings Accounts (HSA).

Personal: Employees that are expecting receive a generous Parental Leave offering. Paytronix offers company-paid Short-term and Long-term Disability, and Life Insurances. Accrued PTO (Paid Time Off), off during public holidays, and "floating" holidays.

Voluntary benefits include:

• Protection from identity theft.
• Legal coverage for matters including, but not limited to: home and real estate, estate planning, and elder care.