Customer Relationship Management, Customer Success

ItsaCheckmate Inc.; Northern (KY); Hybrid; USD 180,000 - 300,000; Full time

Benefits offered by this job

Health care plan

Retirement plan (401k)

Life insurance

Flexible Paid Time Off

Family Leave

Short-Term & Long-Term Disability

Work from Home

Job summary

ItsaCheckmate Inc. is seeking a Senior Vice President of Customer Relationship Management to shape global client retention, growth, and satisfaction strategies.

You will lead cross-functional teams, align product roadmaps with client demands, and drive initiatives to maximize net revenue retention and lifetime value. The role requires extensive enterprise client experience, executive presence, and a track record of scaling global customer success and operations organizations.

Qualifications

• 15+ years of progressive leadership experience in Client Success, Enterprise Account Management, or Client Operations.
• Proven track record of managing enterprise portfolios and driving NRР, LTV, and revenue growth.
• Executive presence with exceptional communication and relationship-building with C-level clients.
• Experience in building and scaling global teams and cross-functional collaboration.

Responsibilities

• Architect and execute Checkmate's customer success and account growth strategy to maximize revenue retention and lifetime value.
• Lead, develop, and coach Customer Relationship Managers and related operations teams.
• Design end-to-end customer lifecycle frameworks from onboarding to renewal.
• Partner with Product/Engineering to align roadmaps with client needs and market trends.
• Define KPIs and use analytics to drive strategic planning and portfolio profitability.

Skills

Executive leadership

Strategic client growth

Customer lifecycle

Stakeholder management

Cross-functional collaboration

Data-driven decision making

Education

Bachelor's degree in Business/Marketing

MBA or executive degree preferred

Tools

CRM platforms

BI / analytics tools

Job description

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.

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!

• 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