Customer Success Manager

Job Description

• Regular, proactive engagement, both in segmented electronic formats and remote meetings, with assigned clients to help them thrive at every step of their lifecycle.\n• Maintain alignment to client’s desired business outcomes through consistent engagement and responsiveness to client needs.\n• Conduct regular, data-focused account/ business reviews that focus on driving customer outcomes and value-add content.\n• 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.\n• Ensure clients participate in and give feedback through our NPS and CSAT initiatives.\n• Work to ensure client contract renewal rates are at or above plan year-over-year.\n• Serve as an internal advocate to amplify client needs and trends across the portfolio and synthesize learnings back to Paytronix.\n• Build and manage strong relationships with client executive stakeholders.\n• Partner with Paytronix Sales as needed.\n• Drive client awareness of available resources, features, and tools to help them maximize the value from their solution.\n• Serve as a sales enabler by identifying new opportunities, qualifying interest, and involving appropriate sales resources.\n• Identify reference accounts and help to develop Paytronix’s library of references and case studies.\n• Guide clients through successful growth and maturation of guest engagement programs.\n• Maintain expertise in Paytronix features, roadmap, and company vision.\n• Understand industry trends, significant developments, and winning traits of successful businesses to function as respected subject matter expert for owned accounts.\n• Track KPIs with a focus on feature adoption, platform engagement, and retention, measured by retention and net promoter scores.\n• Light travel required.

Qualifications

• 3+ years of customer success or account management with a technical SaaS product\n• Strong communication and interpersonal skills with the motivation to inspire both our clients and your teammates\n• Ability to work in a fast-paced environment and to be an outstanding team player\n• Proven ability to build relationships with and interact with C-level account contacts\n• Strong presentation and communications skills to lead onsite and remote Strategic Business Reviews\n• Strong listening skills with demonstrated ability to ask powerful questions, dive deep, understand client priorities and anticipate client needs\n• The ability to quickly build rapport with individuals and teams, naturally looking for ways to make processes easier\n• Empathy for those with whom you work: you identify with their challenges and your desire to delight shines through in your communications\n• Comfort with ambiguity and capacity for creative problem solving\n• Experience with advocating for your clients’ needs within our organization and driving to solutions

Benefits

• Medical Insurance -- Choose from 3 Medical Plans (PPO, HMO, and High-Deductible)\n• Dental and Vision Insurance\n• Company paid Life Insurance, Short-Term Disability (STD) and Long-Term Disability (LTD)\n• 401K with generous company match; 2-year vesting\n• Flexible Spending Account (FSA)\n• Health Reimbursement Account (HRA)\n• Tuition Reimbursement\n• Generous PTO