Lead - Customer Success Manager

1 month ago
Full-time
Lead
Customer and Technical Support
ItsaCheckmate

ItsaCheckmate

ItsaCheckmate simplifies digital orders and menu management for restaurants by integrating with various platforms directly into the POS, eliminating the need for tablets and manual transfers. Operators benefit from increased order volume, reduced error...

Hotels, Restaurants & Leisure
51-250
Founded 2016
$3M raised

Description

  • Serve as the primary point of contact for assigned superbrand and enterprise clients and address inquiries and issues.
  • Build and maintain strong relationships with client stakeholders and keep them informed about product offerings.
  • Support onboarding for new clients and help set them up for long-term success.
  • Work with customer support to track open issues, provide escalation updates, and proactively escalate when SLAs may not be met.
  • Collaborate with product, support, and operations teams to troubleshoot and resolve client concerns.
  • Provide product demonstrations, training, and best-practice guidance to help clients maximize product usage.
  • Create client-facing resources such as guides, FAQs, and tutorials.
  • Develop strategies to improve client satisfaction, retention, and product adoption.
  • Conduct or prepare regular business reviews and meetings to review performance and identify growth opportunities.
  • Track account performance, generate reports, and use client data to improve the customer journey.

Requirements

  • Bachelor's degree in Business Administration, Management, or a related field, or equivalent experience.
  • 4+ years of experience in client-facing SaaS roles.
  • Experience with onboarding and relationship management.
  • Ability to travel for brand visits, business reviews, and brand conferences.
  • Excellent communication, interpersonal, and analytical skills.
  • Strong organizational and time management skills with the ability to handle multiple high-priority projects simultaneously.
  • Familiarity with project management tools such as Asana, Trello, or MS Project, or similar tools.
  • Familiarity with CRM platforms such as HubSpot and customer success tools.
  • Ability to adapt to changing environments and manage multiple priorities in a fast-paced setting.

Benefits

  • Medical, dental, and vision health coverage.
  • 401(k) retirement plan.
  • Basic, voluntary, and AD&D life insurance.
  • Flexible paid time off.
  • Maternity and paternity family leave.
  • Short-term and long-term disability coverage.
  • Training and development opportunities.
  • Work-from-home arrangement.

Interested in this position?

Apply directly on the company website

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