Executive leader responsible for global customer retention, expansion, satisfaction, onboarding, implementation, and lifecycle strategy. Builds and scales customer success and relationship management teams, establishes lifecycle frameworks and governance, partners with Product and Engineering on customer-driven roadmaps, and uses analytics to improve retention, profitability, and growth. Serves as a strategic advisor to enterprise clients and leads cross-functional initiatives supporting long-term account value.
The Senior Vice President (SVP) of Customer Relationship Management is an executive leadership role responsible for shaping and executing the company’s global client retention, growth, and satisfaction strategy. Reporting to the Chief Strategy Officer, the SVP will serve as a core architect of customer lifecycle management, driving long-term account expansion, scaling high-performing client management and onboarding organizations, and representing the voice of the customer. You will be responsible for ensuring the successful implementation of our products/services for clients while maintaining strong client relationships. You will collaborate with cross-functional teams, drive initiatives for product enhancement, and work closely with clients to understand their needs and ensure their satisfaction.
Requirements
Enterprise Client Strategy & Strategic Account Growth:
- Architect and execute Checkmate’s strategy for customer success, account expansion, and client retention to maximize net revenue retention (NRR) and lifetime value (LTV).
- Serve as a trusted strategic advisor to C-suite leaders and key decision-makers across the company’s highest-value clients.
- Define and drive cross-selling and up-selling strategies in partnership with Sales leadership to turn client satisfaction into sustainable revenue growth.
- Build proactive risk mitigation strategies to anticipate, identify, and address potential churn risks across the client portfolio.
- Create new processes for upcoming products and services for clients.
- Serve as the key point of contact for strategic accounts where you will regularly communicate with clients to understand their evolving needs, address concerns, and provide solutions.
Organizational Leadership & Team Scaling:
- Build, scale, and mentor a world-class, multi-tiered Customer Success & Operations department, fostering a culture of high performance, continuous learning, and accountability.
- Directly lead, develop, and coach Customer Relationship Managers, ensuring aligned execution and succession planning across all customer-facing operational groups.
Operational Excellence & Lifecycle Optimization:
- Design and implement end-to-end customer lifecycle frameworks, from onboarding and deployment to value realization and renewal.
- Work with the Customer Support team to modernize operational processes, tool stacks, and automation frameworks to optimize efficiency, scale departmental capacity, and deliver seamless customer experiences.
- Establish SLAs, governance models, and delivery standardizations across cross-functional client implementations.
Strategic Product Alignment & Voice of the Customer:
- Partner with Product and Engineering leadership to align product roadmaps with strategic client demands and long-term industry shifts.
- Institutionalize feedback loops that convert macro-level client insights, platform adoption analytics, and market trends into revenue-generating product features and solution enhancements.
- Maintain deep expertise in QSR technology trends, regulatory changes, and competitive landscapes to keep the company's offerings ahead of market demand.
Analytics, Reporting & Business Intelligence:
- Define and own strategic KPIs across the customer organization, including Net Retention Rate (NRR), Customer Profitability, Customer Lifetime Value (LTV), Churn Rate, and Net Promoter Score (NPS).
- Deliver comprehensive insights, predictive performance forecasting, and strategic updates.
- Utilize advanced analytics to drive strategic planning, target resource allocation, and optimize client portfolio profitability.
Qualifications
- Education: Bachelor’s degree in Business, Marketing, or a related field; MBA or advanced executive degree preferred.
- Experience: 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.
- Strategic Growth Track Record: 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.
- Executive Presence: Exceptional communication, negotiation, and relationship-building skills with a track record of building long-term trust with C-level client executives.
- Team Building: Demonstrated success in structuring, leading, and developing global talent, and motivating cross-functional teams.
- Product & Commercial Acumen: Deep expertise in aligning customer feedback with product roadmaps and partner-focused revenue generation strategies.
- Data-Driven Leadership: Expert-level command of business intelligence, portfolio analytics, CRM platforms, and predictive metrics to make strategic enterprise decisions. Restaurant technology experience is a big plus!
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
- Work from Home
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