SVP, Customer Relationship Management

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and implement the company’s global strategy for client retention, growth, and satisfaction.

• Report directly to the Chief Strategy Officer.

• Design customer success, account expansion, and retention strategies to optimize NRR and LTV.

• Act as a strategic consultant for C-suite executives and key decision-makers at high-value clients.

• Collaborate with Sales leadership to drive cross-selling and up-selling initiatives.

• Create proactive strategies to mitigate churn risk.

• Establish processes for upcoming products and services.

• Serve as the primary point of contact for strategic accounts, addressing evolving client requirements.

• Build, scale, and mentor the Customer Success & Operations department.

• Lead, develop, and coach Customer Relationship Managers.

• Design and execute comprehensive customer lifecycle frameworks from onboarding to renewal.

• Modernize operational processes, tool stacks, and automation frameworks in collaboration with Customer Support.

• Set SLAs, governance models, and standardization for client implementations.

• Align product roadmaps with strategic client needs and industry changes alongside Product and Engineering leaders.

• Transform client insights, adoption analytics, and market trends into product features and solution improvements.

• Maintain knowledge of trends in QSR technology, regulatory updates, and competitive environments.

• Define and manage customer-organization KPIs including NRR, customer profitability, LTV, churn rate, and NPS.

• Provide insights, predictive forecasting, and strategic updates.

• Utilize advanced analytics for strategic planning, resource allocation, and optimizing portfolio profitability.

⛳️ Requirements

• A Bachelor’s degree in Business, Marketing, or a related field is required; an MBA or advanced executive degree is preferred.

• Over 15 years of progressive leadership experience in Client Success, Enterprise Account Management, or Client Operations.

• A proven history of managing client implementations and fostering strong client relationships.

• Demonstrated success in overseeing large-scale enterprise portfolios, enhancing Net Revenue Retention (NRR), and scaling complex organizations during high growth phases.

• Outstanding communication, negotiation, and relationship-building abilities, with a history of establishing long-term trust with C-level client executives.

• Proven success in structuring, leading, and developing global talent, as well as motivating cross-functional teams.

• In-depth expertise in aligning customer feedback with product roadmaps and revenue generation strategies focused on partnerships.

• Expert-level proficiency in business intelligence, portfolio analytics, CRM platforms, and predictive metrics.

• Experience in restaurant technology is a significant advantage.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive work culture.