Customer Success Manager

Position Overview

• Location Type: Hybrid (2-days per week in-office required for those local to Newton, MA or Denver, CO)
• Job Type: Full-time
• Salary: Not specified

Paytronix is a cloud-based digital guest engagement platform for the hospitality industry. Our innovative, unified platform provides loyalty programs, online ordering, gift cards, branded mobile applications, and strategic insights to more than 1,800 leading restaurant and convenience store brands. Our valued clients leverage the power of Paytronix across 50,000 sites globally to create seamless, personalized, and brand-authentic experiences that foster lasting relationships with their customers. For more than 20 years, Paytronix has been a trusted partner helping brands maximize the lifetime value of their guests and grow more profitable businesses.

This role is for a Customer Success Manager who thrives on creating executive-level partnerships, delivering business impact, and driving customer outcomes through data-driven insights and best practices. The ideal candidate is self-driven, wants to make an impact, and thrives in a fast-paced environment. You’ll be the primary point of contact for a portfolio of top-tier clients, responsible for aligning Paytronix solutions with their business goals, ensuring long-term success, and expanding our footprint through high-value engagements.

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, industry trends, key players/competitors, and partners.

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.
• 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.

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 POS systems.

Company Information

Paytronix is a leading provider of cloud-based digital guest engagement solutions for the hospitality industry. We empower over 1,800 restaurant and convenience store brands to create personalized guest experiences and foster lasting customer relationships.