Senior Director of Customer Success

Remote / Newton, MA / Denver, CO

Thank you for your interest in Paytronix! Please note that all correspondence with Paytronix employees will come from either an @paytronix.com or @theaccessgroup.com domain.

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 Opportunity

Access Group US is on an ambitious growth trajectory toward becoming a $250M-$500M business over the next 3-5 years. We're seeking a transformational Customer Success leader who will serve as a key linchpin in this journey, leading our team through a critical evolution from tactical execution to strategic value delivery.

This role offers the opportunity to drive meaningful change across the Customer Success organization while directly impacting our path to sustained, scalable growth. You'll be one of the leaders in our customer success and Solution Consulting team. As part of The Access Group's commitment to AI innovation, this role provides significant opportunity for AI learning, growth, and hands-on experience implementing cutting-edge AI solutions to enhance customer outcomes and operational efficiency.

The Access Group is highly acquisitive and initially this role will be focused on some of our most critical customers within the Paytronix business line, with future opportunities and expectations evolving as we grow over the next few years. 

The Challenge

Our Customer Success team has strong industry expertise and technical knowledge, but we need to elevate our approach from feature-focused and adoption conversations to strategic, outcome-driven partnerships with customers. Instead of discussions about "button clicks and usage," we need a leader who can drive conversations about business ROI, measurable outcomes, and long-term value realization. The leader will need to have a player coach mentality, being willing to roll up their sleeves to solve for both tactical and strategic ones while, if needed, taking ownership of an account at the right time.

This transformation needs to happen quickly but thoughtfully—we're looking for someone who can implement foundational changes within 90 days while building sustainable systems for long-term success. 

Key Responsibilities

Transform Team Mindset & Capabilities

  • Coach and uplevel the entire team to shift from tactical feature adoption to strategic value conversations that will lead into renewals
  • Develop structured methodologies for customer engagement focused on business outcomes
  • Build capabilities across the team to articulate "the why" behind recommendations and drive meaningful change 

Drive Strategic Customer Engagement

  • Establish regular Strategic Business Reviews with customer executives
  • Create structured approaches to identify and mitigate churn risks
  • Transform customer conversations to focus on ROI, value realization, and strategic outcomes 

Execute Against Growth Metrics

  • Drive Gross Revenue Retention back to 95% (our North Star metric) from 93+%
  • Improve Relationship NPS scores
  • Enhance customer insights and feedback systems
  • Increase Net Revenue Retention through strategic cross-sell and upsell opportunities
  • Generate qualified sales leads (CSQLs) from the Customer Success organization

Scale Operations & Leadership

  • Prepare the organization for continued growth and expansion
  • Develop manager-of-managers capabilities as the team scales
  • Work collaboratively with leadership to implement frameworks and execute on strategic deliverables
  • Execute on The Access Group AI directives and engagement - drive implementation of AI-enabled customer success tools, processes, and customer engagement strategies aligned with company-wide AI initiatives

What We're Looking For

Experience & Background

  • 5-7+ years of management experience leading customer-facing teams of 5-15 people, specifically those that own a renewal or commercial conversations at a strategic level
  • Ideal: Manager of managers experience with teams of 15-50+ people
  • Scaling experience from companies in the $50M-$200M ARR range that have undergone rapid, structured growth
  • Transformation leadership experience, ideally from private equity-backed companies or organizations that have successfully evolved their go-to-market approach
  • AI and AI-enabled Customer Success technology experience - hands-on experience implementing and leveraging AI tools in customer success operations
  • Customer economics expertise - deep understanding of customer ratios, unit economics, and industry standard metrics (e.g., customers per CSM, ARR per CSM ratios)
  • Monetized Customer Success experience - proven track record building and scaling revenue-generating CS offerings and services
  • Industry experience in restaurants, hospitality, or similar customer-centric sectors (preferred but not required)

Core Competencies

  • Transformational coaching - ability to rapidly upskill teams and drive mindset changes
  • Strategic execution - can take frameworks and deliverables and execute at scale
  • Tactical execution alongside strategic thinking - ability to drive both strategic outcomes AND tactical measurement (adoption signals, TTV, usage metrics)
  • Customer-centric leadership - natural ability to think from the customer's perspective about value and outcomes
  • Change management - experience leading teams through significant operational and strategic shifts
  • Data-driven decision making with specific metrics - comfortable presenting concrete data, ratios, and performance indicators with precision
  • Automation and customer journey design - experience building scalable, automated customer experiences beyond manual touchpoints

Leadership Style

  • Growth mindset with willingness to learn and adapt
  • Collaborative approach that works well within a peer support system
  • Urgency balanced with thoughtful, sustainable change management
  • Focus on developing people and building long-term capabilities
  • High energy, direct communication style - ability to provide clear, data-backed answers and drive conversations with urgency and precision
  • Collaborative team member who will challenge the status quo - we're seeking an external hire to increase our overall capabilities while leveraging the strengths of our internal team members. Your peers have been at Paytronix and SHR for a number of years, and we need someone who can work effectively with this experienced team while bringing fresh perspectives and driving necessary change

What Success Looks Like

90 Days:  Foundational transformation underway with structured Strategic Business Reviews being executed, clear churn risk identification processes, implementation plan for enabling CS organization with AI tools used by Access, and clear measurement of adoption signals, TTV, and key customer health metrics. Observable shift in team conversations toward value and outcomes.

1 Year: Gross Revenue Retention at or approaching 95% with predictable churn, measurably improved NPS scores, established cross-sell/upsell engine generating consistent CSQLs, and a team operating at the strategic level required for our growth trajectory. Team and processes running fully in The Access Way.

3+ Years: Customer Success organization positioned as a key driver of the company's path to $250M-$500M+ in revenue, with scalable processes, strong leadership bench, and industry-leading customer outcomes.

Growth & Development

This role offers significant growth potential as Access Group US scales. You'll have access to:

  • Strong peer support network across Americas and global markets
  • Direct partnership with senior leadership on strategic frameworks and execution
  • Opportunity to build and lead an organization through hypergrowth
  • Clear path for advancement as the company reaches its ambitious revenue targets

Important Note on Applications

We encourage you to apply even if you don't meet every single requirement listed above. Research shows that candidates from underrepresented groups, including women and minorities, often hesitate to apply unless they meet 100% of qualifications, while others apply with far fewer qualifications.

We're looking for someone with the right combination of leadership capability, growth mindset, and execution skills—not someone who ticks every box perfectly. If you're excited about this opportunity and believe you can drive meaningful impact, we want to hear from you.

The best candidates for this role may come from diverse backgrounds and bring unique perspectives that aren't captured in any job description. We value potential, learning agility, and the ability to execute alongside our team as much as specific experience markers. 

Access Group US is an equal opportunity employer committed to building a diverse and inclusive team.

Salary range:  $160k-$180k

 

Benefits:

At Paytronix, we offer a wide variety of benefits aimed at allowing our employees to prioritize their well-being, and be their best selves:

Retirement:

  • Paytronix allows employees to contribute to their 401k through Fidelity. The company plan matches 100% of the first 5% of an employee’s contribution based on individual salary.

Medical:

  • Paytronix offers medical and dental benefits through Blue Cross Blue Shield, and vision insurance through EyeMed.
  • Paytronix offers plans to contribute to Health Savings Accounts (HSA).

Personal:

  • Employees that are expecting receive a generous Parental Leave offering.
  • Paytronix offers company-paid Short-term and Long-term Disability, and Life Insurances.
  • Accrued PTO (Paid Time Off), off during public holidays, and “floating” holidays.

Voluntary benefits include: 

  • Protection from identity theft.
  • Legal coverage for matters including, but not limited to: home and real estate, estate planning, and elder care.

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