Senior Director of Customer Success

Summary

Join Paytronix as a Customer Success leader to drive the company's ambitious growth. Lead a team through a transformation from tactical execution to strategic value delivery, focusing on business ROI and measurable outcomes. This role requires experience managing customer-facing teams, driving revenue retention, and improving customer satisfaction. You will coach and develop the team to have strategic value conversations, establish structured methodologies for customer engagement, and create structured approaches to identify and mitigate churn risks. The ideal candidate will have a transformational leadership style, a data-driven approach, and a collaborative mindset. This position offers significant growth potential and access to a strong support network.

Requirements

• 5-7+ years of management experience leading customer-facing teams of 10-25 people, specifically those that own a renewal or commercial conversations at a strategic level
• Scaling experience from companies in the $50M-$200M ARR range that have undergone rapid, structured growth
• Transformation leadership experience, ideally from private equity-backed companies or organizations that have successfully evolved their go-to-market approach
• Transformational coaching - ability to rapidly upskill teams and drive mindset changes
• Strategic execution - can take frameworks and deliverables and execute at scale
• Customer-centric leadership - natural ability to think from the customer's perspective about value and outcomes
• Change management - experience leading teams through significant operational and strategic shifts
• Data-driven approach - comfortable with metrics, KPIs, and using data to drive decisions
• Growth mindset with willingness to learn and adapt
• Collaborative approach that works well within a peer support system
• Urgency balanced with thoughtful, sustainable change management
• Focus on developing people and building long-term capabilities
• Collaborative team member who will challenge the status quo - we're seeking an external hire to increase our overall capabilities while leveraging the strengths of our internal team members

Responsibilities

• Transform Team Mindset & Capabilities
• Coach and uplevel the entire team to shift from tactical feature adoption to strategic value conversations that will lead into renewals
• Develop structured methodologies for customer engagement focused on business outcomes
• Build capabilities across the team to articulate "the why" behind recommendations and drive meaningful change
• Drive Strategic Customer Engagement
• Establish regular Strategic Business Reviews with customer executives
• Create structured approaches to identify and mitigate churn risks
• Transform customer conversations to focus on ROI, value realization, and strategic outcomes
• Execute Against Growth Metrics
• Drive Gross Revenue Retention back to 95% (our North Star metric) from 93+%
• Improve Relationship NPS scores
• Enhance customer insights and feedback systems
• Increase Net Revenue Retention through strategic cross-sell and upsell opportunities
• Generate qualified sales leads (CSQLs) from the Customer Success organization
• Scale Operations & Leadership
• Prepare the organization for continued growth and expansion
• Develop manager-of-managers capabilities as the team scales
• Work collaboratively with leadership to implement frameworks and execute on strategic deliverables

Preferred Qualifications

• Ideal: Manager of managers experience with teams of 25-75+ people
• Industry experience in restaurants, hospitality, or similar customer-centric sectors (preferred but not required)

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