Customer Success Manager - Paytronix
We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.
Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them.
What does Access offer you?
We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career.
On top of a competitive salary, you’ll receive 22 days paid time off, plus 11 company paid holidays. Also, medical, dental & vision insurance, 5% 401(k) company match, plus a range of other benefits that you can choose from.
About You:
In this role, you'll be the trusted relationship manager and advocate for your customers throughout their Paytronix journey. By developing a deep understanding of each customer's business, industry, goals and how they use the platform, you'll help them maximize the value of their investment while building long-term partnerships based on trust.
Success in this role comes from being proactive, consultative and genuinely curious. You'll share best practices, provide thoughtful guidance and identify opportunities to increase adoption of underutilized features and services. When challenges arise, you'll partner closely with customers and internal teams to navigate them, serving as a trusted advisor who keeps customer goals at the center of every conversation.
Just as importantly, you'll be the voice of the customer within Paytronix. By maintaining a holistic understanding of your customers' evolving priorities, you'll collaborate with cross-functional teams and subject matter experts to advocate for their needs, strengthen relationships and help drive long-term customer success.
Day-to-Day, You Will:
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Build strong, trusted relationships with customers while serving as their primary point of contact throughout their Paytronix lifecycle.
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Partner with customers to define and measure success outcomes through strategic business reviews (QBRs), providing advice, thought leadership, feature recommendations and best practices that maximize the value of their investment, including Professional Services offerings such as Flexpoints.
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Conduct onboarding and kickoff sessions that establish strong customer relationships, define engagement expectations and ensure customers understand the goals and benefits of their Customer Success Plan.
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Research account history, onboarding progress, customer data and project details in Salesforce to prepare for customer engagements and coordinate kickoff meetings with the appropriate stakeholders.
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Organize and lead ongoing customer engagements to review outcomes, refresh customer objectives, answer questions, and monitor product adoption and engagement while maintaining alignment with evolving customer priorities.
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Proactively identify customer risks, coordinate internal action plans, facilitate engagement with subject matter experts as needed, and partner with cross-functional teams to strengthen customer relationships and support long-term retention.
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Collaborate closely with Account Managers, Technical Success Managers, Technical Support Engineers, Product and other internal teams to deliver an exceptional customer experience while ensuring the voice of the customer is represented internally.
Your Skills & Experience Might Include:
Required
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5+ years of Customer Success, Account Management or other post-sales customer relationship management experience supporting SaaS products.
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Proven ability to build credibility and influence with executive stakeholders, including C-level customer contacts.
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Strong communication, presentation and interpersonal skills, including experience leading strategic customer business reviews.
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Strong liste