Lead - Customer Success Management

Job Description

As a Lead - Customer Success Management, you will play a crucial role in supporting Checkmates clients in maximizing their digital performance and ensuring their overall success with all Checkmate products. This is a dynamic role where youll 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. You ll work directly with enterprise restaurant brands, primarily in the US, providing hands-on support and helping them leverage Checkmates solutions effectively. Checkmate operates in a fast-paced environment where our companys needs and strategy can evolve quickly. This role requires a highly adaptable individual who is comfortable with change and eager to contribute to new initiatives as they arise. You will start as an individual contributor, learning our service offerings, assisting with client onboarding, and providing support for a portfolio of accounts. Youll also act as a cross-functional connector - liaising with Product, Marketing, Sales, and Customer Success teams to ensure consistent client outcomes and clear communication. 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. 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. Bachelors degree from a recogni