Job Description

Position Overview

Access Group US is seeking a transformational Customer Success leader to guide its ambitious growth trajectory. This role is crucial in evolving the Customer Success team from tactical execution to strategic value delivery, directly impacting the company's path to sustained, scalable growth. The successful candidate will be a leader within the customer success and Solution Consulting team, initially focusing on critical customers within the Paytronix business line, with future opportunities expanding as the company grows.

The Opportunity

This role offers the chance to drive significant change within the Customer Success organization. Paytronix, a cloud-based digital guest engagement platform for the hospitality industry, serves over 1,800 brands globally. The company aims to become a $250M-$500M business over the next 3-5 years through strategic acquisitions and organic growth.

The Challenge

The Customer Success team possesses strong industry expertise and technical knowledge but needs to shift its focus from feature-based adoption conversations to strategic, outcome-driven partnerships. The ideal candidate will lead discussions centered on business ROI, measurable outcomes, and long-term value realization. A player-coach mentality is essential, requiring the ability to solve both tactical and strategic issues, and potentially take ownership of accounts when necessary. Foundational changes are expected within 90 days, with a focus on building sustainable, long-term success systems.

Key Responsibilities

Transform Team Mindset & Capabilities

• Coach and uplevel the entire team to shift from tactical feature adoption to strategic value conversations that drive renewals.
• Develop structured methodologies for customer engagement focused on business outcomes.
• Build capabilities across the team to articulate the "why" behind recommendations and drive meaningful change.

Drive Strategic Customer Engagement

• Establish regular Strategic Business Reviews with customer executives.
• Create structured approaches to identify and mitigate churn risks.
• Transform customer conversations to focus on ROI, value realization, and strategic outcomes.

Execute Against Growth Metrics

• Drive Gross Revenue Retention to 95% (North Star metric) from the current 93+%.
• Improve Relationship NPS scores.
• Enhance customer insights and feedback systems.
• Increase Net Revenue Retention through strategic cross-sell and upsell opportunities.
• Generate qualified sales leads (CSQLs) from the Customer Success organization.

Scale Operations & Leadership

• Prepare the organization for continued growth and expansion.
• Develop manager-of-managers capabilities as the team scales.
• Collaborate with leadership to implement frameworks and execute strategic deliverables.

What We're Looking For

Experience & Background

• 5-7+ years of management experience leading customer-facing teams of 10-25 people, specifically those owning renewals or strategic commercial conversations.
• Ideal: Experience as a manager of managers with teams of 25-75+ people.
• Experience scaling operations in fast-growing companies.

Company Information

Paytronix is a cloud-based digital guest engagement platform for the hospitality industry. Our 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 clients leverage Paytronix across 50,000 sites globally to create seamless, personalized, and brand-authentic experiences that foster lasting customer relationships. For over 20 years, Paytronix has been a trusted partner helping brands maximize guest lifetime value and grow more profitable businesses. For more information, visit www.paytronix.com.

Salary

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