Senior Director of Customer Success

Thank you for your interest in Paytronix! Please note that all correspondence with Paytronix employees will come from either an @paytronix.com or @theaccessgroup.com domain.

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 Opportunity

Access Group US is on an ambitious growth trajectory toward becoming a $250M-$500M business over the next 3-5 years. We're seeking a transformational Customer Success leader who will serve as a key linchpin in this journey, leading our team through a critical evolution from tactical execution to strategic value delivery.

This role offers the opportunity to drive meaningful change across the Customer Success organization while directly impacting our path to sustained, scalable growth. You'll be one of the leaders in our customer success and Solution Consulting team.

The Access Group is highly acquisitive and initially this role will be focused on some of our most critical customers within the Paytronix business line, with future opportunities and expectations evolving as we grow over the next few years.

The Challenge

Our Customer Success team has strong industry expertise and technical knowledge, but we need to elevate our approach from feature-focused and adoption conversations to strategic, outcome-driven partnerships with customers. Instead of discussions about "button clicks and usage," we need a leader who can drive conversations about business ROI, measurable outcomes, and long-term value realization. The leader will need to have a player coach mentality, being willing to roll up their sleeves to solve for both tactical and strategic ones while, if needed, taking ownership of an account at the right time.

This transformation needs to happen quickly but thoughtfully—we're looking for someone who can implement foundational changes within 90 days while building sustainable systems for long-term success.

Key Responsibilities

Transform Team Mindset & Capabilities

• Coach and uplevel the entire team to shift from tactical feature adoption to strategic value conversations that will lead into 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 back to 95% (our North Star metric) from 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
• Work collaboratively with leadership to implement frameworks and execute on 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 that own a renewal or commercial conversations at a strategic level
• Ideal: Manager of managers experience with teams of 25-75+ people
• Scaling experience from companies in the $50M-$200M ARR range that have undergone rapid, structured growth
• Transformation leadership experience, id