Customer Success Manager

Summary

Join Paytronix as a Customer Success Manager to lead strategic customer relationships, focusing on top-tier clients. You will be the primary point of contact, aligning Paytronix solutions with client business goals and driving customer outcomes. Responsibilities include developing trusted advisor relationships, expanding customer accounts, building success plans, and acting as a customer advocate. The ideal candidate has 5-8+ years of experience in customer success, account management, or strategic consulting in a B2B SaaS environment, with a proven track record of managing complex customer relationships and delivering measurable business outcomes. A hybrid work model is available for those near Newton, MA or Denver, CO. The salary range is $90k-$120k.

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)
• Experience using data and telemetry to
• 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

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

Benefits

• Paytronix allows employees to contribute to their 401k through Fidelity with an additional annual flat rate company contribution
• Paytronix offers medical and dental benefits through Blue Cross Blue Shield, and vision insurance through EyeMed
• Paytronix pays 75% of the premium for each of these benefits
• Paytronix offers plans to contribute to Health Savings Accounts (HSA), Health Reimbursement Arrangements (HRA), Healthcare and Dependent Care FSAs
• Employees that are expecting receive a generous Parental Leave offering
• Paytronix offers company-paid Short-term and Long-term Disability, and Life Insurances
• Accrued FTO (Flexible Time Off), off during public holidays, and “floating” holidays
• Paytronix offers an Employee Assistance Program, Tuition Reimbursement, and free LinkedIn Learning membership
• Pet insurance through Wishbone for your furry loved ones. This is at a discounted rate
• Protection from identity theft
• Legal coverage for matters including, but not limited to: home and real estate, estate planning, and elder care