Customer Success Manager
Denver, CO, United States
The Enterprise Customer Success Manager (CSM) serves as the holistic relationship manager and advocate for their assigned clients throughout the Paytronix lifecycle. CSMs strive to be proactive and consultative, bringing deep knowledge of client industry, product use cases, and best practices to their clients to maximize the value and benefit from the Paytronix platform. CSMs are entrusted with empowering clients through advice and thought leadership to ensure long-term retention.
Paytronix’s clients technical and business ecosystem is dynamic ad ever changing. The CSM brings awareness to their clients about areas of the platform that are underutilized and drive adoption of features and tools to strengthen the client’s reliance upon and benefits from the Paytronix Guest Engagement Platform. The CSM will serve as an internal advocate for their clients 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 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. This is a hybrid position, 2 days required in the office at our Denver, CO location.
The kind of stuff you’ll be doing:
Regular, proactive engagement, both in-person and remotely, 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.
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.
Identify and invest in areas of strength in the relationship, while monitoring and mitigating risk.
Build and manage strong relationships with client executive stakeholders (C-level) and day-to-day contacts.
Lead the development and execution of Strategic Business Reviews and collaborative Success Plans with assigned clients.
Partner with Paytronix Sales and Strategy & Analytics on Client Account Planning.
Drive client 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 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.
Some travel required.
The kind of Skills/Experience you’ll need:
6+ years of customer success or account management with a technical (SaaS) product.
Strong communication and interpersonal skills with the motivation to inspire both our clients and your teammates.
Proven ability to build relationships with and interact 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 powerful questions, dive deep, understand client priorities and anticipate client needs.
The ability to quickly build rapport with individuals and teams, naturally looking for ways to make processes easier.
Empathy for those with whom you work: you identify with their challenges and your desire to delight shines through in your communications.
Comfort with ambiguity and capacity for creative problem solving.
Experience with advocating for your clients’ 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
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