Lead, Customer Success Manager

🕒 April 14

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ItsaCheckmate

WebsiteLinkedInAll Job Openings

201 - 500 employees

☁️ SaaS

SaaS • Hospitality

ItsaCheckmate is a technology company that provides powerful ordering solutions for busy restaurants. Their platform enables restaurants to drive sales and connect with customers through various ordering channels, including web, app, kiosk, and third-party integrations. With its scalable enterprise technology, ItsaCheckmate helps restaurants manage and streamline operations, reduce order errors, and increase productivity. They offer features such as loyalty programs, catering management, QR-code ordering, and unified channel management. Trusted by over 2,400 brands, ItsaCheckmate is dedicated to supporting restaurant growth with innovative digital solutions and a marketplace of integrations.

📋 Description

• Serve as the primary point of contact for superbrand and/or enterprise clients, addressing inquiries, resolving issues, and offering proactive solutions. • Build and maintain strong relationships with key stakeholders at client organizations, ensuring they are up to speed with the company's product offerings. • Monitor client satisfaction and ensure that their needs are consistently met. • Assist with onboarding new clients, ensuring they are set up for long-term success. • As the Primary POC for the Brand(s) assigned, it would be the Lead - Customer Success Management’s responsibility to work closely with the Customer Support Team to assist in tracking any open issues and providing updates on escalated issues to the Brand(s). Internal escalation should occur proactively if SLA's are unable to be met • Collaborate with internal teams, such as product, support, and operations, to troubleshoot and resolve client concerns. • Monitor client satisfaction levels and escalate concerns to senior team members when necessary. • Provide clients with product demonstrations, training, and best practices to help them maximize product usage. • Assist in creating client resources such as guides, FAQs, and tutorials. • Stay informed about product updates and communicate relevant changes to clients. • Develop strategies to improve client satisfaction and retention, ensuring clients achieve their business goals. • Conduct or prepare regular business reviews and meetings with clients to ensure satisfaction and identify opportunities for further collaboration. Work with the Account Management Team to identify opportunities to enhance client engagement and encourage the adoption of additional products or services. • Gather and analyze client feedback, sharing insights with the broader team to improve products and services. • Track account performance, generating reports and insights for clients and internal teams. • Use data to assess the success of the client journey and suggest improvements for future client transitions.

🎯 Requirements

• Bachelor's degree in Business Administration, Management, or a related field (or equivalent experience). • 4+ years of experience in client-facing roles within SaaS, with experience in onboarding and relationship management. • Ability to travel for brand visits for business reviews and brand conferences. • 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.

🏖️ Benefits

• Health Care Plan (Medical, Dental & Vision) • Retirement Plan (401k) • Life Insurance (Basic, Voluntary & AD&D) • Flexible Paid Time Off • Family Leave (Maternity, Paternity) • Short Term & Long Term Disability • Training & Development • Work From Home