Customer Success Manager

Role Overview

• Develop a consultative relationship with each customer and work in conjunction with other MealSuite teams and SMEs to provide solution planning and execution by way of regularly scheduled touchpoints with key stakeholders.
• Proactively connect with your customers to assess the health of their account and to identify future needs and growth opportunities.
• Serve as a key stakeholder during the implementation phase and facilitate the transition from Onboarding to Customer Success.
• Partner with your counterpart in Sales (Account Management) to identify Customer Success Qualified Leads (CSQL’s) for expansion and growth and work together on the best approach to manage said qualified leads.
• Manage escalations alongside your colleagues in Customer Experience by being the central communication point for the customer, over and above regular communication channels from other teams.
• Proactively identify red flags and risks, and escalation appropriately within all stakeholders within MealSuite.
• Actively manage the customer relationship and the lifetime value of customers across a large and diverse assigned customer base.
• Develop and manage customers’ success plans that articulate customer success goals, customer success measurement criteria, obstacles, and risks.
• Coordinate and conduct regularly scheduled business reviews with the customer leadership and support teams, which leverage the Value Realization framework.
• Be the voice of the customer internally by making recommendations and influencing key decisions that will positively impact the customer.
• Mentor your customers on best practices and be the point person for training needs as required.
• Drive product adoption by setting adoption and engagement usage targets with the customer that support their goals.

Requirements

• Knowledge of Customer Experience/Success within a SaaS environment
• 2-3 years of experience in Customer Success, Account Management, or a related role
• Experience establishing joint strategic goals with customers and measuring progress and outcomes
• Experience with Customer Success platforms
• Experience with senior living technology or nutritional services technology
• Exceptional relationship building and quickly establishing credibility and rapport with stakeholders of all seniority levels
• Ability to thrive in a collaborative, fast-moving environment
• Willingness to travel occasionally; valid passport with no travel restrictions (Canada/USA; Vietnam if required)

Benefits

• Unlimited paid time off
• Retirement savings support
• Health benefits
• Hybrid flexibility
• Work-life balance
• Participation in our equity program
• Opportunities for career development and advancement
• Purposeful work with a positive community impact