Lead Customer Success Manager
C
CheckmateRestaurant Technology
United StatesFull-TimeLead
Salary100000 - 110000 USD per year
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Job Details
- Experience
- 4+ years
- Required Skills
- HubSpotAsana
Requirements
- Bachelor's degree in Business Administration, Management, or a related field (or equivalent experience)
- 4+ years of experience in client-facing roles within SaaS
- Experience in onboarding and relationship management
- Ability to travel for brand visits for business reviews and brand conferences
- Excellent communication, interpersonal, and analytical skills
- Superior organizational and time management skills
- Familiarity with tools like Asana, Trello, MS Project, or similar for managing projects and tracking progress
- Familiarity with CRM platforms (e.g., Hubspot)
- Familiarity with customer success tools
- Ability to adapt to changing environments and manage multiple priorities in a fast-paced setting
Responsibilities
- Serve as the primary point of contact for superbrand and/or enterprise clients, addressing inquiries, resolving issues, and offering proactive solutions.
- Build and maintain strong relationships with key stakeholders at client organizations, ensuring they are up to speed with product offerings.
- Monitor client satisfaction and ensure that their needs are consistently met.
- Assist with onboarding new clients, ensuring they are set up for long-term success.
- Work closely with the Customer Support Team to assist in tracking any open issues and providing updates on escalated issues to the Brand(s).
- Collaborate with internal teams (product, support, operations) to troubleshoot and resolve client concerns.
- Provide clients with product demonstrations, training, and best practices to help them maximize product usage.
- Develop strategies to improve client satisfaction and retention, ensuring clients achieve their business goals.
- Conduct or prepare regular business reviews and meetings with clients to ensure satisfaction and identify opportunities for further collaboration.
- Track account performance, generating reports and insights for clients and internal teams.
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