Enterprise Customer Success Manager

Newton, MA, United States

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.

The kind of person we are looking for:

The Customer Success Manager (CSM) serve as the holistic relationship manager and advocate for their assigned customers throughout their Paytronix lifecycle. CSMs strive to be proactive and consultative in nature, and bring deep knowledge of client industry, product use cases, and best practices to their customers to maximize the value and benefit from the Paytronix platform. CSMs are entrusted with empowering customers through advice and thought leadership to ensure long-term retention. The CSM strives to maintain alignment with dynamically shifting customer ecosystems and programs through regular, proactive communication. They will bring awareness to their customers about areas of the platform that are underutilized and drive adoption of features and tools to strengthen the customers reliance upon, and benefits from, the Paytronix platform. The CSM will serve as an internal advocate for their customers to ensure that their needs are communicated to the appropriate departments and to facilitate interactions with subject-matter experts as needed. In the event of risk being present or anticipated, the CSM will serve as an internal quarterback to align an appropriate action plan to ensure that Paytronix repairs and retains the customer relationship. The CSM will monitor all listening posts and channels to maintain a holistic understanding and command of the customer's status and needs. The CSM serves as the voice-of-the-customer to provide thematic feedback to the company. If you are local to our Newton, MA or Denver, CO locations, there is a hybrid (2-days per week) in-office requirement.

The kind of stuff you'll be doing:

Regular, proactive engagement, both in-person and remotely, with assigned customers to help them thrive at every step of their post-implementation lifecycle.

Maintain alignment to customers' desired business outcomes through consistent engagement and responsiveness to customer needs.

Serve as an internal advocate to amplify customer needs and trends across the portfolio and synthesize learnings back to Paytronix.

Identify and invest in areas of strength in the relationship, while monitoring and mitigating risk.

Build and manage strong relationships with account executive stakeholders (C-level), and day-to-day contacts

Lead the development and execution of Strategic Business Reviews and collaborative Success Plans with assigned customers.

Drive customer awareness of available resources, features, and tools to help them maximize the value from their solution.

Maintain accurate and up-to-date records of Account profile, key contacts, activities, and history in CRM.

Serve as a sales enabler by identifying new opportunities, qualifying interest, and involving appropriate sales resources.

Identify reference accounts and help to develop Paytronix's library of references and case studies.

Guide client through successful growth and maturation of guest engagement programs

Maintain expertise in Paytronix features, roadmap, and company vision

Understand industry trends, significant developments, and winning traits of successful businesses to function as respected subject matter expert for owned accounts

Track KPIs with a focus on feature adoption, platform engagement, and retention

Measured by retention and net promoter scores

Some travel required

The kind of Skills/Experience you'll need: Strong communication and interpersonal skills with the motivation to inspire both our clients and your teammates

Comfort interacting with C-level account contacts

Strong presentation and communications skills to lead onsite and remote Strategic Business Reviews

Strong listening skills with demonstrated ability to ask effective questions, dive deep, understand customer priorities and anticipate customer needs

The ability to quickly build rapport with individuals and teams, naturally looking for ways to make processes easier.

Empathy for who you work with; you identify with their challenges and your desire to delight shines through in your communications

5+ years of customer success or account management with a technical (SaaS) product

Comfort with ambiguity and capacity for creative problem solving

Experience with advocating for your customers' needs within our organization and driving to solutions

The extra stuff that would be nice: Experience in the restaurant industry and/or with point-of-sale systems such as Micros or Toast

Experience with Convenience Stores or related technologies

Experience with client service including the delivery of training sessions.

Salary: 90-120K

Benefits: Medical InsuranceChoose from 3 Medical Plans (PPO, HMO, and High-Deductible)

Dental and Vision Insurance

Company paid Life Insurance, Short-Term Disability (STD) and Long-Term Disability (LTD)

401K with generous company match; 2-year vesting

Flexible Spending Account (FSA)

Health Reimbursement Account (HRA)

Tuition Reimbursement

Generous PTO