Customer Success Manager
PanoptoSalary not specified
- Full Time
- Junior (1 to 2 years)
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Hospitality Technology, Customer Engagement SoftwareIndustries
Requirements
Candidates should possess 8+ years of experience in Customer Success or Account Management within a SaaS environment, with at least 5 years of experience leading and scaling customer-facing teams. They should have a proven track record of achieving customer retention, expansion, and satisfaction goals, along with a strong understanding of SaaS financial metrics, customer health scoring, and customer lifecycle management. Experience managing strategic Customer Success Managers focused on value attainment, including negotiating renewals and commercial terms, is required. Analytical skills and experience utilizing customer success platforms (e.g., Gainsight, Totango, Catalyst) and CRM tools (e.g., Salesforce) are also necessary.
Responsibilities
The Director of Customer Success will lead, coach, and grow Customer Success Managers and Team Leaders, fostering a culture of accountability and continuous improvement. They will develop and execute customer success strategies, drive repeatable playbooks to accelerate product adoption and business outcomes, and oversee the post-launch customer journey focused on value realization, renewal, and expansion. The role involves owning key metrics such as Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and Net Promoter Score (NPS), proactively identifying and mitigating risks to customer success, and collaborating with Sales, Product, Support, and Engineering to incorporate customer feedback. Furthermore, the Director will be accountable for building trusted advisor relationships with customer executives and establishing Paytronix as a strategic partner for clients.
Skills
Customer Success Management
Leadership
Team Management
Strategic Planning
Customer Relationship Building
Product Adoption
Business Outcomes
KPI Management (GRR, NRR, NPS)
paytroniz
Customer engagement and loyalty solutions provider
About paytroniz
Paytronix specializes in customer engagement solutions and loyalty programs for restaurants, retail chains, and convenience stores. The company provides a platform that includes features like omnichannel engagement, customizable promotions, coupons, and guest feedback surveys, allowing businesses to effectively manage their customer databases and gain insights to boost sales. Paytronix also offers an online ordering system that covers the entire ordering process, from setup to delivery, ensuring businesses can maximize customer lifetime value. Unlike many competitors, Paytronix's solutions integrate seamlessly with existing point-of-sale and ordering systems, making implementation easier for businesses. The goal of Paytronix is to help its clients enhance customer relationships and drive sales through effective engagement strategies.
Key Metrics
Newton, MassachusettsHeadquarters
2001Year Founded
$73MTotal Funding
LATE_VCCompany Stage
Consumer Software, Consumer GoodsIndustries
201-500Employees