SVP, Customer Relationship Management

🔥 2 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ItsaCheckmate

WebsiteLinkedInAll Job Openings

201 - 500 employees

📦 Logistics

💼 Consulting

📣 Marketing

Logistics • Consulting • Marketing

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

• Shape and execute the company’s global client retention, growth, and satisfaction strategy • Report to the Chief Strategy Officer • Architect customer success, account expansion, and client retention strategies to maximize NRR and LTV • Serve as a strategic advisor to C-suite leaders and key decision-makers at high-value clients • Drive cross-selling and up-selling strategies with Sales leadership • Build proactive churn-risk mitigation strategies • Create processes for upcoming products and services • Serve as key contact for strategic accounts and address evolving client needs • Build, scale, and mentor the Customer Success & Operations department • Lead, develop, and coach Customer Relationship Managers • Design and implement end-to-end customer lifecycle frameworks from onboarding through renewal • Modernize operational processes, tool stacks, and automation frameworks with Customer Support • Establish SLAs, governance models, and delivery standardizations across client implementations • Align product roadmaps with strategic client demands and industry shifts alongside Product and Engineering leadership • Convert client insights, adoption analytics, and market trends into product features and solution enhancements • Maintain expertise in QSR technology trends, regulatory changes, and competitive landscapes • Define and own customer-organization KPIs including NRR, customer profitability, LTV, churn rate, and NPS • Deliver insights, predictive forecasting, and strategic updates • Use advanced analytics for strategic planning, resource allocation, and portfolio profitability optimization

🎯 Requirements

• Bachelor’s degree in Business, Marketing, or a related field required; MBA or advanced executive degree preferred • 15+ years of progressive leadership experience in Client Success, Enterprise Account Management, or Client Operations • Proven track record of managing client implementations and maintaining strong client relationships • Proven track record of owning large-scale enterprise portfolios, driving measurable improvements in Net Revenue Retention (NRR), and scaling multi-layered organizations during periods of high growth • Exceptional communication, negotiation, and relationship-building skills with a track record of building long-term trust with C-level client executives • Demonstrated success in structuring, leading, and developing global talent, and motivating cross-functional teams • Deep expertise in aligning customer feedback with product roadmaps and partner-focused revenue generation strategies • Expert-level command of business intelligence, portfolio analytics, CRM platforms, and predictive metrics • Restaurant technology experience is a big plus