Lead - Customer Success Management

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

Job summary

A leading company in digital performance support is seeking a Lead in Customer Success Management. In this dynamic role, you will guide clients in leveraging the Checkmate suite effectively while managing client portfolios and ensuring high satisfaction levels. Your expertise in client support and project management will be essential in navigating a fast-paced, evolving environment. This remote position offers a competitive salary and comprehensive benefits.

Benefits

Health Care Plan (Medical, Dental & Vision)

Retirement Plan (401k)

Flexible Paid Time Off

Training & Development

Work From Home

Qualifications

• 3 - 5 years of experience in client support or customer service, ideally within B2B SaaS.
• Familiarity with CRM platforms like Hubspot.
• Ability to manage multiple high-priority projects simultaneously.

Responsibilities

• Oversee implementation of service offerings for various Checkmate products.
• Act as key support contact for enterprise clients optimizing product usage.
• Maintain accurate records of client interactions in the CRM system.

Skills

Analytical skills

Communication

Interpersonal skills

Organizational skills

Education

Bachelor's degree

Tools

CRM platforms

Asana

MS Project

Job description

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