Customer Success Manager - Paytronix

The Access Group

24d•$80,000 - $90,000•Hybrid

About The Position

In this role, you'll be the trusted relationship manager and advocate for your customers throughout their Paytronix journey. By developing a deep understanding of each customer's business, industry, goals and how they use the platform, you'll help them maximize the value of their investment while building long-term partnerships based on trust. Success in this role comes from being proactive, consultative and genuinely curious. You'll share best practices, provide thoughtful guidance and identify opportunities to increase adoption of underutilized features and services. When challenges arise, you'll partner closely with customers and internal teams to navigate them, serving as a trusted advisor who keeps customer goals at the center of every conversation. Just as importantly, you'll be the voice of the customer within Paytronix. By maintaining a holistic understanding of your customers' evolving priorities, you'll collaborate with cross-functional teams and subject matter experts to advocate for their needs, strengthen relationships and help drive long-term customer success.

Requirements

5+ years of Customer Success, Account Management or other post-sales customer relationship management experience supporting SaaS products.
Proven ability to build credibility and influence with executive stakeholders, including C-level customer contacts.
Strong communication, presentation and interpersonal skills, including experience leading strategic customer business reviews.
Strong listening skills with the ability to ask thoughtful questions, understand customer priorities and anticipate customer needs.
Ability to quickly build rapport, foster trusted relationships and identify opportunities to simplify processes and improve the customer experience.
Empathy, curiosity and a genuine desire to help customers succeed.
Comfort with ambiguity and a creative, solutions-oriented approach to problem solving.
Experience advocating for customers' needs across an organization and driving solutions through cross-functional collaboration.
Candidates must be authorized to work in the U.S. without employer sponsorship for this opportunity.

Nice To Haves

Background supporting the restaurant industry, point-of-sale systems (such as Micros or Toast), convenience stores or related technologies.
Familiarity with Customer Success methodologies, customer adoption strategies and long-term retention initiatives.
Experience delivering customer training, enablement or educational sessions.
Experience working with enterprise or strategic customer accounts.

Responsibilities

Build strong, trusted relationships with customers while serving as their primary point of contact throughout their Paytronix lifecycle.
Partner with customers to define and measure success outcomes through strategic business reviews (QBRs), providing advice, thought leadership, feature recommendations and best practices that maximize the value of their investment, including Professional Services offerings such as Flexpoints.
Conduct onboarding and kickoff sessions that establish strong customer relationships, define engagement expectations and ensure customers understand the goals and benefits of their Customer Success Plan.
Research account history, onboarding progress, customer data and project details in Salesforce to prepare for customer engagements and coordinate kickoff meetings with the appropriate stakeholders.
Organize and lead ongoing customer engagements to review outcomes, refresh customer objectives, answer questions, and monitor product adoption and engagement while maintaining alignment with evolving customer priorities.
Proactively identify customer risks, coordinate internal action plans, facilitate engagement with subject matter experts as needed, and partner with cross-functional teams to strengthen customer relationships and support long-term retention.
Collaborate closely with Account Managers, Technical Success Managers, Technical Support Engineers, Product and other internal teams to deliver an exceptional customer experience while ensuring the voice of the customer is represented internally.