Remote Enterprise Customer Success Manager

Summary

Join Paytronix as a Customer Success Manager (CSM) to serve as the holistic relationship manager and advocate for assigned customers throughout their Paytronix lifecycle. The CSM will strive to be proactive and consultative in nature, bringing deep knowledge of client industry, product use cases, and best practices to maximize value and benefit from the Paytronix platform.

Requirements

• Strong communication and interpersonal skills with the motivation to inspire both our clients and your teammates
• Comfort interacting with C-level account contacts
• Strong presentation and communications skills to lead onsite and remote Strategic Business Reviews
• Strong listening skills with demonstrated ability to ask effective questions, dive deep, understand customer priorities and anticipate customer needs
• The ability to quickly build rapport with individuals and teams, naturally looking for ways to make processes easier
• Empathy for who you work with; you identify with their challenges and your desire to delight shines through in your communications
• 5+ years of customer success or account management with a technical (SaaS) product
• Comfort with ambiguity and capacity for creative problem solving
• Experience with advocating for your customers’ needs within our organization and driving to solutions

Responsibilities

• Regular, proactive engagement, both in-person and remotely, with assigned customers to help them thrive at every step of their post-implementation lifecycle
• Maintain alignment to customers’ desired business outcomes through consistent engagement and responsiveness to customer needs
• Serve as an internal advocate to amplify customer needs and trends across the portfolio and synthesize learnings back to Paytronix
• Identify and invest in areas of strength in the relationship, while monitoring and mitigating risk
• Build and manage strong relationships with account executive stakeholders (C-level), and day-to-day contacts
• Lead the development and execution of Strategic Business Reviews and collaborative Success Plans with assigned customers
• Drive customer awareness of available resources, features, and tools to help them maximize the value from their solution
• Maintain accurate and up-to-date records of Account profile, key contacts, activities, and history in CRM
• Serve as a sales enabler by identifying new opportunities, qualifying interest, and involving appropriate sales resources
• Identify reference accounts and help to develop Paytronix’s library of references and case studies
• Guide client through successful growth and maturation of guest engagement programs
• Maintain expertise in Paytronix features, roadmap, and company vision
• Understand industry trends, significant developments, and winning traits of successful businesses to function as respected subject matter expert for owned accounts
• Track KPIs with a focus on feature adoption, platform engagement, and retention

Benefits

• Retirement: Paytronix allows employees to contribute to their 401k through Fidelity with an additional annual flat rate company contribution
• Medical: 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
• 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 FTO (Flexible Time Off), off during public holidays, and “floating” holidays
• Employee Betterment: Paytronix offers an Employee Assistance Program, Tuition Reimbursement, and free LinkedIn Learning membership
• Voluntary benefits include: 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