ItsaCheckmate

• Shape and execute the company’s global client retention, growth, and satisfaction strategy
• Report to the Chief Strategy Officer
• Architect customer success, account expansion, and client retention strategies to maximize NRR and LTV
• Serve as a strategic advisor to C-suite leaders and key decision-makers at high-value clients
• Drive cross-selling and up-selling strategies with Sales leadership
• Build proactive churn-risk mitigation strategies
• Create processes for upcoming products and services
• Serve as key contact for strategic accounts and address evolving client needs
• Build, scale, and mentor the Customer Success & Operations department
• Lead, develop, and coach Customer Relationship Managers
• Design and implement end-to-end customer lifecycle frameworks from onboarding through renewal
• Modernize operational processes, tool stacks, and automation frameworks with Customer Support
• Establish SLAs, governance models, and delivery standardizations across client implementations
• Align product roadmaps with strategic client demands and industry shifts alongside Product and Engineering leadership
• Convert client insights, adoption analytics, and market trends into product features and solution enhancements
• Maintain expertise in QSR technology trends, regulatory changes, and competitive landscapes
• Define and own customer-organization KPIs including NRR, customer profitability, LTV, churn rate, and NPS
• Deliver insights, predictive forecasting, and strategic updates
• Use advanced analytics for strategic planning, resource allocation, and portfolio profitability optimization

SVP, Customer Relationship Management