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 are looking for:

The Customer Success Manager (CSM) serve as the holistic relationship manager and advocate for their assigned customers throughout their Paytronix lifecycle. CSMs strive to be proactive and consultative in nature, and bring deep knowledge of client industry, product use cases, and best practices to their customers to maximize the value and benefit from the Paytronix platform. CSMs are entrusted with empowering customers through advice and thought leadership to ensure long-term retention. The CSM strives to maintain alignment with dynamically shifting customer ecosystems and programs through regular, proactive communication. They will bring awareness to their customers about areas of the platform that are underutilized and drive adoption of features and tools to strengthen the customers reliance upon, and benefits from, the Paytronix platform. The CSM will serve as an internal advocate for their customers 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 customer relationship. The CSM will monitor all listening posts and channels to maintain a holistic understanding and command of the customer’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 Newton, MA location.

The kind of stuff you’ll be doing:

  • Regular, proactive engagement, both in-person and remotely, with assigned customers to help them thrive at every step of their post-implementation lifecycle.
  • Maintain alignment to customers’ desired business outcomes through consistent engagement and responsiveness to customer needs.
  • Serve as an internal advocate to amplify customer 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 account executive stakeholders (C-level), and day-to-day contacts
  • Lead the development and execution of Strategic Business Reviews and collaborative Success Plans with assigned customers.
  • Drive customer 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 client 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:

  • Strong communication and interpersonal skills with the motivation to inspire both our clients and your teammates
  • Comfort interacting 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 effective questions, dive deep, understand customer priorities and anticipate customer needs
  • The ability to quickly build rapport with individuals and teams, naturally looking for ways to make processes easier.
  • Empathy for who you work with; you identify with their challenges and your desire to delight shines through in your communications
  • 5+ years of customer success or account management with a technical (SaaS) product
  • Comfort with ambiguity and capacity for creative problem solving
  • Experience with advocating for your customers’ 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

Benefits:

  • Medical -- Choose from 3 Medical Plans (PPO, HMO, and High-Deductible)
  • Dental - Select from 2 Dental plans, including adult Orthodontics
  • Vision – 1 plan available
  • Company paid Life Insurance, Short-Term Disability (STD) and Long-Term Disability (LTD)
  • 401K with generous company match; 2-year vesting
  • Flexible Spending Account (FSA)
  • Health Reimbursement Account (HRA)
  • Tuition Reimbursement
  • Generous PTO
  • One paid charity day

Benefits:

  • Medical -- Choose from 3 Medical Plans (PPO, HMO, and High-Deductible)
  • Dental - Select from 2 Dental plans, including adult Orthodontics
  • Vision – 1 plan available
  • Company paid Life Insurance, Short-Term Disability (STD) and Long-Term Disability (LTD)
  • 401K with generous company match; 2-year vesting
  • Flexible Spending Account (FSA)
  • Health Reimbursement Account (HRA)
  • Tuition Reimbursement
  • Generous PTO

Apply for this Job

* Required
resume chosen  
Dropbox Google Drive
(File types: pdf, doc, docx, txt, rtf)
Cancel
cover_letter chosen  
Dropbox Google Drive
(File types: pdf, doc, docx, txt, rtf)
Cancel

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Paytronix’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Please reach out to our support team via our help center.
Please complete the reCAPTCHA above.