Job summary
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.
Job seniority: associate level
Responsibilities
• 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.
Requirements
• 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.
Key Skills Needed
• Strong communication and interpersonal skills• Proven ability to build relationships with C-level account contacts• Strong presentation and communications skills• Strong listening skills• Empathy• Comfort with ambiguity• Creative problem solving
