Lead - Customer Success Management

Role & responsibilities

As a Lead - Customer Success Management, you will play a crucial role in supporting Checkmate's clients in maximizing their digital performance and ensuring their overall success with all Checkmate products. This is a dynamic role where you'll contribute to both strategic services for our First-Party Ordering products (Loyalty & Marketing, Kiosks, Catering, Web/App Ordering, and the Design Editor) and general customer success management across the entire Checkmate suite. Youll work directly with enterprise restaurant brands, primarily in the US, providing hands-on support and helping them leverage Checkmate's solutions effectively.

Essential Job Functions:

Agency Services & Strategy Support:

• Oversee the implementation of service offerings for Loyalty & Marketing, Web/App Ordering, Kiosk, Catering, and other Checkmate products..
• Assist in using customer data across channels to inform campaign effectiveness and digital revenue growth.
• Help prepare materials that support ongoing success for enterprise clients.

Customer Success Management

• Act as a key support contact for a portfolio of enterprise clients, assisting them with the adoption and optimization of all Checkmate products.
• Provide clients with product demonstrations, training, and best practices to help them maximize product usage.
• Be able to provide hands-on support and training for key marketing tools, including email, segmentation, customer journeys, and promotional events.
• Assist in presenting data-driven insights and building client trust.
• Proactively identify and escalate client challenges, contributing to high levels of satisfaction and retention across all Checkmate product usage.
• Identify opportunities to enhance client engagement and encourage the adoption of additional products or services.

Reporting and Documentation:

• Maintain accurate and up-to-date records of client interactions, feedback, and status updates in the CRM system.
• Prepare and present basic reports on client activity and satisfaction levels.
• Monitor client satisfaction levels and escalate concerns to senior team members when necessary.

Adaptability & Process Contribution:

• Proactively adapt to evolving company needs and strategic shifts.
• Contribute to building internal documentation and support resources.

Preferred candidate profile

• 3 - 5 years of experience in client support, customer service, or marketing coordination ideally within B2B SaaS, loyalty/CRM platforms, or consumer-facing industries like food tech, travel, or retail.
• Bachelor's degree from a recognized University or a related field (or equivalent experience).
• Excellent communication, interpersonal, and analytical skills with the ability to engage effectively with clients and internal teams.
• Superior organizational and time management skills, with a capacity to handle multiple high-priority projects simultaneously.
• Familiarity with tools like Asana, Trello, MS Project, or similar for managing projects and tracking progress.
• Familiarity with CRM platforms (e.g., Hubspot) and customer success tools.
• Ability to adapt to changing environments and manage multiple priorities in a fast-paced setting.
• The candidate must be flexible to work in the US shift hours is essential for this role.
• Candidate must have their own system for remote work.