Customer Success Manager

Summary

Join Paytronix as a Customer Success Manager to lead strategic customer relationships, focusing on executive-level partnerships and driving customer outcomes. You will be the primary contact for top-tier clients, aligning Paytronix solutions with their business goals and ensuring long-term success. Responsibilities include owning strategic customer relationships, driving customer outcomes, managing account growth and retention, strategic planning, customer advocacy, cross-functional collaboration, measuring success, and gaining customer trust through knowledge. The role requires 5-8+ years of experience in Customer Success, Account Management, or Strategic Consulting in a B2B SaaS environment, along with strong executive presence and data analysis skills. A hybrid work model is available for those in Newton, MA or Denver, CO. The salary range is $90k-$120k OTE.

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. The company plan matches 100% of the first 5% of an employee’s contribution based on individual salary
• 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)
• 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