paytroniz

Director of Customer Success

Remote

Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Hospitality Technology, Customer Engagement SoftwareIndustries

Position Overview

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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. For more information, visit www.paytronix.com.

We are looking for an experienced and customer-obsessed Director of Customer Success to lead and scale our Customer Success Managers (CSMs). You will be responsible for driving exceptional customer outcomes, accelerating value realization, and ensuring our customers achieve their desired business goals, through Paytronix and Access Products, Platforms and Services.

The Director of Customer Success will be accountable for key metrics including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and Net Promoter Score (NPS). Your mission is to cultivate a culture that fosters long-term customer loyalty, maximizes account growth, and establishes Paytronix as a strategic partner for our clients.

Responsibilities

  • Leadership & Team Management: Lead, coach, and grow Customer Success Managers and develop Team Leaders fostering a culture of accountability, collaboration, and continuous improvement.
  • Customer Success Delivery: Develop and execute customer success strategies and drive repeatable playbooks to accelerate product adoption, business outcomes, that drive high degrees of satisfaction, business value and naturally lead to expansion opportunities.
  • KPI Ownership: Responsible for and deliver on GRR, NRR, and NPS targets, ensuring customer health and satisfaction.
  • Customer Lifecycle Value Attainment: Oversee the post-launch customer journey, focused on value realization, renewal, and pathways to expansion.
  • Executive Engagement: Build trusted advisor relationships with customer executives and key stakeholders to drive alignment on business goals and success metrics.
  • Process & Program Development: Implement scalable processes, success plans, and customer health monitoring frameworks to proactively manage risk and identify growth opportunities, aligning to Global Standards.
  • Cross-functional Collaboration: Partner closely with Sales, Product, Support, and Engineering to ensure customer feedback is incorporated into product development and account planning.
  • Risk Mitigation & Escalation: Proactively identify risks to customer success and lead resolution efforts to preserve customer relationships and revenue.

Requirements

  • 8+ years of experience in Customer Success or Account Management within a SaaS environment, with 5+ years leading and scaling customer-facing teams.
  • Proven track record of achieving customer retention, expansion, and satisfaction goals.
  • Experience managing strategic CSMs focused on value attainment with experience negotiating renewals and renegotiating commercial terms that look for win/win solutions when required.
  • Strong understanding of SaaS financial metrics, customer health scoring, and customer lifecycle management.
  • Excellent leadership, coaching, and communication skills with the ability to inspire and influence teams and executives.
  • Analytical mindset with experience using customer success platforms (e.g., Gainsight, Totango, Catalyst) and CRM tools (e.g., Salesforce) to drive insights and actions.
  • Comfortabl

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.

Newton, MassachusettsHeadquarters
2001Year Founded
$73MTotal Funding
LATE_VCCompany Stage
Consumer Software, Consumer GoodsIndustries
201-500Employees

Benefits

Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Disability Insurance
401(k) Retirement Plan
Parental Leave
Unlimited Paid Time Off
Employee Assistance Program
Tuition Reimbursement
Pet Insurance

Risks

Reintroduction of paper menus may reduce demand for digital menu solutions.
The acquisition by The Access Group may disrupt existing client relationships or company focus.
Increased eCommerce use by SMBs could heighten competition for Paytronix's digital solutions.

Differentiation

Paytronix offers a comprehensive platform for omnichannel customer engagement and loyalty programs.
The company integrates seamlessly with existing POS and ordering systems for easy implementation.
Paytronix's AI assistant enhances campaign ideas and provides data-driven insights for clients.

Upsides

The partnership with DineEngine enhances Paytronix's digital experience offerings for restaurants.
Integration of AI-driven personalization is a growing trend benefiting Paytronix's platform.
The acquisition by The Access Group could accelerate Paytronix's growth and platform expansion.

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