Paytronix Logo

Paytronix

Director of Customer Success

Sorry, this job was removed at 07:28 p.m. (EST) on Monday, Jun 23, 2025
In-Office or Remote
3 Locations
In-Office or Remote
3 Locations

Similar Jobs

2 Days Ago
Remote
USA
200K-280K
Senior level
200K-280K
Senior level
Enterprise Web • HR Tech • Information Technology • Software
Lead the Customer Success team, optimizing customer retention and driving expansion revenues through insights and collaboration with other departments.
Top Skills: CatalystChurnzeroGainsightHubspotSalesforce
12 Days Ago
Remote
United States
90K-110K
Senior level
90K-110K
Senior level
AdTech • Agency
The Director of Client Success will lead product sales, manage client relationships, and develop strategies for fundraising while ensuring high client satisfaction.
Top Skills: JIRA
18 Days Ago
In-Office or Remote
8 Locations
160K-200K Annually
Senior level
160K-200K Annually
Senior level
Productivity • Software • App development • Automation
The Director of Customer Success will manage strategic accounts, ensuring client retention and satisfaction, mentoring a team, and developing growth strategies.

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’re looking for:

We are looking for an experienced and customer-obsessed Director of Customer Success to lead and scale our Customer Success Managers (CSMs). You will be responsible for driving exceptional customer outcomes, accelerating value realization, and ensuring our customers achieve their desired business goals, through Paytronix and Access Products, Platforms and Services. 

The Director of Customer Success will be accountable for key metrics including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and Net Promoter Score (NPS). Your mission is to cultivate a culture that fosters long-term customer loyalty, maximizes account growth, and establishes Paytronix as a strategic partner for our clients. 

The kind of stuff you’ll be doing:

  • Leadership & Team Management: Lead, coach, and grow Customer Success Managers and develop Team Leaders fostering a culture of accountability, collaboration, and continuous improvement. 
  • Customer Success Delivery: Develop and execute customer success strategies and drive repeatable playbooks to accelerate product adoption, business outcomes, that drive high degrees of satisfaction, business value and naturally lead to expansion opportunities. 
  • KPI Ownership: Responsible for and deliver on GRR, NRR, and NPS targets, ensuring customer health and satisfaction. 
  • Customer Lifecycle Value Attainment: Oversee the post-launch customer journey, focused on value realization, renewal, and pathways to expansion. 
  • Executive Engagement: Build trusted advisor relationships with customer executives and key stakeholders to drive alignment on business goals and success metrics. 
  • Process & Program Development: Implement scalable processes, success plans, and customer health monitoring frameworks to proactively manage risk and identify growth opportunities, aligning to Global Standards. 
  • Cross-functional Collaboration: Partner closely with Sales, Product, Support, and Engineering to ensure customer feedback is incorporated into product development and account planning. 
  • Risk Mitigation & Escalation: Proactively identify risks to customer success and lead resolution efforts to preserve customer relationships and revenue. 

The kind of experience you’ll need:

  • 8+ years of experience in Customer Success or Account Management within a SaaS environment, with 5+ years leading and scaling customer-facing teams. 
  • Proven track record of achieving customer retention, expansion, and satisfaction goals. 
  • Experience managing strategic CSMs focused on value attainment with experience negotiating renewals and renegotiating commercial terms that look for win/win solutions when required 
  • Strong understanding of SaaS financial metrics, customer health scoring, and customer lifecycle management. 
  • Excellent leadership, coaching, and communication skills with the ability to inspire and influence teams and executives. 
  • Analytical mindset with experience using customer success platforms (e.g., Gainsight, Totango, Catalyst) and CRM tools (e.g., Salesforce) to drive insights and actions. 
  • Comfortable navigating enterprise-level customers and complex technical environments. 

The extra stuff that would be nice:

  • Experience working with SME, mid-market and enterprise B2B customers. 
  • Background in managing technically complex SaaS solutions or platforms. 
  • Familiarity with driving success in recurring revenue business models. 

Salary range: $150k -$175k


Benefits:

At Paytronix, we offer a wide variety of benefits aimed at allowing our employees to prioritize their well-being, and be their best selves:

Retirement:

  • Paytronix allows employees to contribute to their 401k through Fidelity. The company plan matches 100% of the first 5% of an employee’s contribution based on individual salary.

Medical:

  • Paytronix offers medical and dental benefits through Blue Cross Blue Shield, and vision insurance through EyeMed.
  • Paytronix offers plans to contribute to Health Savings Accounts (HSA).

Personal:

  • Employees that are expecting receive a generous Parental Leave offering.
  • Paytronix offers company-paid Short-term and Long-term Disability, and Life Insurances.
  • Accrued PTO (Paid Time Off), off during public holidays, and “floating” holidays.

Voluntary benefits include

  • Protection from identity theft.
  • Legal coverage for matters including, but not limited to: home and real estate, estate planning, and elder care.
HQ

Paytronix Newton, Massachusetts, USA Office

80 Bridge Street, Newton, MA, United States, 02458

What you need to know about the Boston Tech Scene

Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.

Key Facts About Boston Tech

  • Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
  • Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
  • Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
  • Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
  • Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
  • Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account