Customer Success Manager - Paytronix

Accountabilities

• • Build and maintain trusted relationships with customers, acting as their primary point of contact throughout their platform lifecycle.
  • Partner with customers to define success outcomes, establish objectives, and measure progress through strategic business reviews and ongoing engagement.
  • Lead onboarding and kickoff sessions, setting clear expectations and ensuring customers understand their success plans and available resources.
  • Prepare thoroughly for customer meetings by reviewing account history, onboarding progress, customer data, and project information in Salesforce.
  • Conduct regular customer engagements to review outcomes, address questions, monitor adoption, refresh objectives, and align solutions with evolving priorities.
  • Provide consultative guidance, best practices, feature recommendations, and thought leadership to help customers maximize their technology investment, including relevant professional services.
  • Proactively identify customer risks, coordinate internal action plans, and engage subject matter experts to resolve challenges and strengthen retention.
  • Advocate for the customer across internal teams, collaborating with Account Management, Technical Success, Support, Product, and other stakeholders to drive effective solutions.
  • Identify opportunities to increase adoption of underutilized capabilities and services while improving the overall customer experience.
  • Contribute customer insights and feedback to cross-functional teams to help improve products, services, and customer outcomes.

  Requirements

  • 5+ years of experience in Customer Success, Account Management, or another post-sales customer relationship management function supporting SaaS products.
  • Demonstrated ability to establish credibility and influence with senior and executive stakeholders, including C-level customer contacts.
  • Strong communication, presentation, interpersonal, and listening skills, with experience leading strategic customer business reviews.
  • Ability to ask insightful questions, understand customer priorities, anticipate needs, and translate business objectives into actionable success plans.
  • Strong relationship-building skills, with the ability to establish trust quickly and create meaningful long-term partnerships.
  • Empathetic, curious, proactive, and genuinely motivated by helping customers achieve measurable outcomes.
  • Comfortable operating in ambiguous situations and applying creative, practical, and solutions-oriented approaches to complex problems.
  • Proven ability to advocate for customer needs internally and drive outcomes through cross-functional collaboration and influence.
  • Familiarity with Customer Success methodologies, customer adoption strategies, and retention programs is preferred.
  • Experience supporting the restaurant industry, point-of-sale technologies such as Micros or Toast, convenience stores, or related technology environments is a plus.
  • Experience delivering customer training, enablement, or educational sessions is advantageous.
  • Experience managing enterprise or strategic accounts is preferred.
  • Candidates must be authorized to work in the United States without employer sponsorship.

  Benefits

  • Competitive base salary of $80,000–$90,000 annually, with additional on-target earnings based on performance.
  • Final compensation may vary based on location, experience, qualifications, and other applicable factors.
  • 22 days of paid time off plus 11 company-paid holidays.
  • Medical, dental, and vision insurance.
  • 5% 401(k) company match.
  • Additional benefits and flexible benefit options to support individual needs.
  • Home-based/remote work arrangement in the United States.
  • Career development opportunities and structured support for professional growth.
  • Collaborative, inclusive culture focused on employee development, customer success, and continuous improvement.