SVP, Customer Relationship Management

ItsaCheckmate

. Shape and execute the company’s global client retention, growth, and satisfaction strategy .

Posted 9/29/2026full-timeRemote • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in client retention strategies, account expansion, and customer success management, with a strong focus on driving Net Revenue Retention (NRR) and Lifetime Value (LTV). Proven ability to lead and mentor teams while aligning product roadmaps with client needs and market trends.

Highest-signal resume keywords

Client Success ManagementNet Revenue Retention (NRR)Customer Relationship Management (CRM)Business IntelligenceTeam Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Client Retention StrategiesAccount ExpansionCustomer Lifecycle FrameworksPredictive AnalyticsPortfolio ManagementChurn Risk MitigationOperational Process ModernizationKPI Definition and OwnershipCross-Selling and Up-SellingClient Implementation Management

Soft Skills

Exceptional CommunicationNegotiation SkillsRelationship BuildingTeam DevelopmentStrategic Advising

Tools & Technologies

CRM PlatformsBusiness Intelligence ToolsAnalytics SoftwareAutomation FrameworksOperational Tool Stacks

Certifications & Qualifications

Bachelor’s Degree in BusinessMBA or Advanced Executive Degree (Preferred)

Industry Keywords

QSR Technology TrendsClient OperationsEnterprise Account ManagementCustomer SuccessMarket Trends

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Bachelor’s degree in Business, Marketing, or a related field required; MBA or advanced executive degree preferred
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
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
Exceptional communication, negotiation, and relationship-building skills with a track record of building long-term trust with C-level client executives
Demonstrated success in structuring, leading, and developing global talent, and motivating cross-functional teams
Deep expertise in aligning customer feedback with product roadmaps and partner-focused revenue generation strategies
Expert-level command of business intelligence, portfolio analytics, CRM platforms, and predictive metrics
Restaurant technology experience is a big plus