Director of Customer Success

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