Director of Customer Success

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