Lead - Customer Success Management

Checkmate; United States; Remote; USD 95,000 - 110,000; Full time

Job summary

Checkmate is seeking a Lead in Customer Success Management to enhance enterprise client performance using Checkmate products. You'll oversee the adoption of services, provide hands-on support, and work within a dynamic and fast-paced environment. This role offers opportunities for strategic contribution while ensuring client satisfaction and success.

Benefits

Health Care Plan (Medical, Dental & Vision)

Retirement Plan (401k)

Flexible Paid Time Off

Life Insurance

Training & Development

Work From Home

Stock Option Plan

Qualifications

• 3-5 years of experience in client support or customer service.
• Experience in B2B SaaS or loyalty/CRM platforms preferred.
• Ability to manage multiple high-priority projects.

Responsibilities

• Support enterprise clients in maximizing product usage.
• Provide product demonstrations and client training.
• Maintain records of client interactions in the CRM.

Skills

Communication

Analytical Skills

Organizational Skills

Adaptability

Education

Bachelor's degree

Tools

Asana

Hubspot

CRM platforms

Job description

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This range is provided by Checkmate. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$95,000.00/yr - $110,000.00/yr

In the Lead - Customer Success Management position, you will play a crucial role in supporting Checkmate's clients in maximizing their digital performance and ensuring their overall success with all Checkmate products. This is a dynamic role where you'll contribute to both strategic services for our First-Party Ordering products (Loyalty & Marketing, Kiosks, Catering, Web/App Ordering, and the Design Editor) and general customer success management across the entire Checkmate suite. You'll work directly with enterprise restaurant brands, primarily in the US, providing hands-on support and helping them leverage Checkmate's solutions effectively.

Checkmate operates in a fast-paced environment where our company's needs and strategy can evolve quickly. This role requires a highly adaptable individual who is comfortable with change and eager to contribute to new initiatives as they arise. You will start as an individual contributor, learning our service offerings, assisting with client onboarding, and providing support for a portfolio of accounts. You'll also act as a cross-functional connector - liaising with Product, Marketing, Sales, and Customer Success teams to ensure consistent client outcomes and clear communication.

Essential Job Functions:

Agency Services & Strategy Support:

• Oversee the implementation of service offerings for Loyalty & Marketing, Web/App Ordering, Kiosk, Catering, and other Checkmate products.
• Assist in using customer data across channels to inform campaign effectiveness and digital revenue growth
• Help prepare materials that support ongoing success for enterprise clients
  
  

Customer Success Management

• Act as a key support contact for a portfolio of enterprise clients, assisting them with the adoption and optimization of all Checkmate products
• Provide clients with product demonstrations, training, and best practices to help them maximize product usage
• Be able to provide hands-on support and training for key marketing tools, including email, segmentation, customer journeys, and promotional events
• Assist in presenting data-driven insights and building client trust
• Proactively identify and escalate client challenges, contributing to high levels of satisfaction and retention across all Checkmate product usage
• Identify opportunities to enhance client engagement and encourage the adoption of additional products or services
  
  

Reporting and Documentation:

• Maintain accurate and up-to-date records of client interactions, feedback, and status updates in the CRM system
• Prepare and present basic reports on client activity and satisfaction levels
• Monitor client satisfaction levels and escalate concerns to senior team members when necessary
  
  

Adaptability & Process Contribution:

• Proactively adapt to evolving company needs and strategic shifts
• Contribute to building internal documentation and support resources
  
  

100% Remote

Salary Range $95,000 to $110,000

Requirements

• 3 - 5 years of experience in client support, customer service, or marketing coordination - ideally within B2B SaaS, loyalty/CRM platforms, or consumer-facing industries like food tech, travel, or retail
• Bachelor's degree from a recognized University or a related field (or equivalent experience)
• 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
• Stock Option Plan

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  IT Services and IT Consulting

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