The kind of person we’re looking for:

Paytronix is looking for a Director of Customer Success to lead a growing team consisting of more than 25 Customer Success Managers, Technical Account Managers, Support Engineers, and Managers of CSM’s. We are looking for a strong leader with experience growing high-performance teams and brings knowledge of best practices based on 10 or more years of experience in software, services, and customer success.

The ideal candidate will have experience in a senior position managing customers and technical solutions in a SaaS model. They must have experience collaborating and consulting with VP and C-level executives at enterprise companies (e.g. Head of IT and Head of Marketing).

In this role, you will partner internally with Customer Success leadership, Sales, Marketing, Product & Engineering, and Finance to develop effective and efficient processes improvements to support the services we deliver, ensuring exceptional customer satisfaction and profitable customer service solutions. You will be responsible for ensuring world-class customer retention metrics and advocating for your team. This role reports to the Head of Client Services.

The kind of stuff you’ll be doing: 

  • Leading a diverse team of early career and experienced Customer Success Managers, Technical Account Managers, and Customer Support Engineers through high growth with a customer base of 4,000+ customers (and growing) across small, mid, enterprise, and strategic customer segments
  • Building strong relationships at a senior level with key stakeholders in Marketing and IT within large enterprise companies
  • Interfacing both internally and with our customer’s Marketing and IT teams within the Restaurant and Convenience Store industries, as well as third-party solution providers to ensure the success of the client's solution
  • Implementing process improvements where needed to ensure transparency of business performance corporate-wide and ensure world-class levels of customer retention, satisfaction, and reference-ability
  • Providing continual improvement recommendations, direction setting, and advice within the Paytronix Customer Success, Sales, Product, and Marketing teams
  • Supporting Sales for expansions and complex deals, including identifying opportunities for expansion within customer base
  • Leading a team while engaging personally on escalations and opportunities with customers
  • Providing key input on prioritization of product roadmap
  • Effectively manage a team by providing performance feedback, guidance, and input on their goals and objectives, and continuous coaching and mentoring
  • Taking a highly consultative approach partnering with customer organizations
  • Ability to travel up to 25% of the time as needed

The kind of skills/experience you’ll need:

  • 10 or more years of operational experience leading customer success teams in high growth SaaS companies
  • Data driven leader with a skillset to build, motivate, mentor, and retain teams
  • Proven ability to analyze existing customer-facing processes and redesign into customer experience enhancing processes
  • Experience implementing an effective Customer Journey and CS Playbook
  • Expert knowledge of industry best practices and basic architectural principles necessary for designing scalable, extensible and maintainable services solutions
  • Demonstrable experience in providing leadership in changing, ambiguous, and challenging situations
  • Ability to develop and communicate a clear and compelling vision which inspires the team to think and operate ‘outside the job description’
  • Demonstrate ability to use data to drive change in a fast pace, growing organization. Great change leader, customer obsessed, metrics, and data driven
  • Very strong communication and planning skills with the ability to manage very demanding customers in escalation and sales situations. Clear presentation, written, verbal, and interpersonal communication skills are a must
  • Strong leadership skills in managing a team of at least 25 individuals and providing the motivation, coaching, and development to grow your team’s careers
  • Experience establishing and growing relationships with all levels within enterprise organizations (individual contributors to c-suite)
  • Sense of urgency to accomplish things quickly and an ability to prioritize multiple tasks and deal with unforeseen circumstances
  • Passion for creating value for customers and the customers’ teams
  • A BA or BS degree in Computer Science, Engineering, Management, Business Administration or similar discipline

The extra stuff that would be nice:

  • Advanced degree in business

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