Director of Customer Success

Summary

Join Paytronix as a Director of Customer Success to lead and scale a team of Customer Success Managers (CSMs). You will drive exceptional customer outcomes, accelerate value realization, and ensure customers achieve their business goals using Paytronix and Access Products, Platforms, and Services. Accountability includes key metrics like Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and Net Promoter Score (NPS). Cultivate a culture of long-term customer loyalty and maximize account growth, establishing Paytronix as a strategic partner. This role requires strong leadership, coaching, and communication skills, along with a deep understanding of SaaS financial metrics and customer lifecycle management. The ideal candidate will have 8+ years of experience in Customer Success or Account Management within a SaaS environment, with 5+ years leading and scaling customer-facing teams.

Requirements

• 8+ years of experience in Customer Success or Account Management within a SaaS environment, with 5+ years leading and scaling customer-facing teams
• Proven track record of achieving customer retention, expansion, and satisfaction goals
• Experience managing strategic CSMs focused on value attainment with experience negotiating renewals and renegotiating commercial terms that look for win/win solutions when required
• Strong understanding of SaaS financial metrics, customer health scoring, and customer lifecycle management
• Excellent leadership, coaching, and communication skills with the ability to inspire and influence teams and executives
• Analytical mindset with experience using customer success platforms (e.g., Gainsight, Totango, Catalyst) and CRM tools (e.g., Salesforce) to drive insights and actions
• Comfortable navigating enterprise-level customers and complex technical environments

Responsibilities

• Lead, coach, and grow Customer Success Managers and develop Team Leaders fostering a culture of accountability, collaboration, and continuous improvement
• Develop and execute customer success strategies and drive repeatable playbooks to accelerate product adoption, business outcomes, that drive high degrees of satisfaction, business value and naturally lead to expansion opportunities
• Responsible for and deliver on GRR, NRR, and NPS targets, ensuring customer health and satisfaction
• Oversee the post-launch customer journey, focused on value realization, renewal, and pathways to expansion
• Build trusted advisor relationships with customer executives and key stakeholders to drive alignment on business goals and success metrics
• Implement scalable processes, success plans, and customer health monitoring frameworks to proactively manage risk and identify growth opportunities, aligning to Global Standards
• Partner closely with Sales, Product, Support, and Engineering to ensure customer feedback is incorporated into product development and account planning
• Proactively identify risks to customer success and lead resolution efforts to preserve customer relationships and revenue

Preferred Qualifications

• Experience working with SME, mid-market and enterprise B2B customers
• Background in managing technically complex SaaS solutions or platforms
• Familiarity with driving success in recurring revenue business models

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