Customer Success Manager

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 Customer Success Manager (CSM) serves as the primary relationship manager and advocate for their assigned clients throughout the Paytronix lifecycle. CSMs are genuinely curious, and strive to be proactive and consultative, bringing knowledge of Paytronix products and resources, use cases, and best practices to their clients to maximize the value and benefit from the Paytronix platform. CSMs empower their clients, aligning their strategic objectives with Paytronix products, services and resources to ensure long-term retention.  

Paytronix clients' technical and business ecosystem is dynamic and ever-changing. This role will focus on smaller Regional Restaurants and the higher end of the SMB segment. The ideal candidate has experience managing multiple clients simultaneously, deploying and tailoring your communications to support your entire book, and establishing strong internal partnerships. This role works closely with our Digital CSM and Knowledge Management team to drive proactive communications. This CSM is well-organized, detail-oriented with strong verbal and written communications, proactive, with the technical acuity to learn core platform functionality, and makes clients aware of the benefits, use cases, and impacts to drive long-term adoption of the Paytronix Guest Engagement Platform.

CSMs serve as internal advocates and liaisons, partnering with the appropriate departments on their client’s behalf. 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 client relationship. The CSM will monitor all listening posts and channels to maintain a holistic understanding and command of the client’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 segmented electronic formats and remote meetings, with assigned clients to help them thrive at every step of their lifecycle. 
• Maintain alignment to client’s desired business outcomes through consistent engagement and responsiveness to client needs. 
• Conduct regular, data-focused account/ business reviews that focus on driving customer outcomes and value-add content.
• Develop and maintain accurate account plans and records of customer interactions, communications, transactions, organizational changes and feedback, and use this data to assess customer health and risks, and contribute to the definition of repeatable playbooks.
• Ensure clients participate in and give feedback through our NPS and CSAT initiatives. 
• Work to ensure client contract renewal rates are at or above plan year-over-year.
• Serve as an internal advocate to amplify client needs and trends across the portfolio and synthesize learnings back to Paytronix.
• Build and manage strong relationships with client executive stakeholders.
• Partner with Paytronix Sales as needed.
• Drive client awareness of available resources, features, and tools to help them maximize the value from their solution.
• 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 clients 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. 
• Light travel required. 

The kind of Skills/Experience you’ll need: 

• 3+ years of customer