Customer Success Manager [CSM], Distributor/Supplier

Meal Ticket is seeking a Customer Success Manager (CSM) to serve as the primary point of contact for customers, focusing on maximizing their ROI with the company's product portfolio. The role involves driving customer engagement, managing renewals, and advocating for customer needs to ensure satisfaction and retention.

Responsibilities:

• Collaborate closely with Sales and Implementation teams throughout the customer onboarding process to ensure a seamless transition into the customer journey, establishing relationships with key stakeholders before go-live
• Build and maintain strong relationships with key stakeholders, conducting regular touchpoints and Quarterly Business Reviews (QBRs) to understand evolving needs and ensure satisfaction
• Proactively monitor product usage and health scores through PlanHat to identify adoption gaps and facilitate full utilization of all available features and benefits
• Monitor customer health indicators, identify at-risk accounts early, and execute proactive intervention strategies to prevent churn
• Own the full renewal cycle for assigned accounts, initiating renewal conversations 90 days in advance and securing commitments within 60 days of contract expiration
• Execute annual price increases in accordance with contract terms, leading value-based conversations that articulate ROI and justify investment
• Develop and implement retention playbooks for at-risk accounts, collaborating with cross-functional teams to resolve customer concerns and demonstrate ongoing value
• Proactively identify churn indicators and execute save strategies, escalating appropriately when executive engagement is required
• Help customers achieve their defined success goals by demonstrating how Meal Ticket solutions solve their operational challenges and deliver measurable business outcomes
• Clearly communicate benefits and ROI through regular business reviews, case studies, and success metrics tailored to each customer's objectives
• Identify and qualify opportunities for customers to expand their use of products, additional locations, or premium services, partnering with Sales and Professional Services teams
• Identify opportunities for customers to benefit from additional Meal Ticket products across the operator, distributor, and supplier ecosystem
• Champion customer needs within the organization by systematically capturing and communicating enhancement requests, product feedback, and feature priorities to Product teams
• Gather, document, and analyze customer feedback through structured VOC processes, ensuring customer perspectives inform product roadmap decisions
• Support Customer Advisory Board initiatives by identifying and nominating strategic customers for participation
• Cultivate customer advocates willing to participate in references, case studies, testimonials, and industry events
• Develop and maintain strategic account plans for high-value (A/B tier) accounts, documenting customer goals, success milestones, and risk factors
• Maintain accurate customer records in Salesforce and Planhat, ensuring data integrity for health scores, renewal dates, and engagement history
• Track and report on key success metrics including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), customer health scores, and CSAT
• Partner effectively with Sales, Support, Implementation, Professional Services, and Product teams to deliver seamless customer experiences

Requirements:

• 3+ years in Customer Success, Account Management, or related customer-facing role in B2B SaaS environment
• Demonstrated experience managing contract renewals, price negotiations, and retention strategies
• Excellent verbal and written communication skills with the ability to present to executive stakeholders
• Strong analytical and problem-solving abilities with a proactive approach to addressing customer issues
• Ability to quickly learn and understand complex software platforms and translate technical concepts for diverse audiences
• Genuine passion for helping customers succeed with empathy and consultative approach
• Proven ability to work effectively with cross-functional teams in a fast-paced environment
• Experience in foodservice, restaurant technology, or supply chain industries
• Familiarity with Customer Success platforms (Planhat, Totango, Gainsight, or similar)
• Experience with Salesforce CRM
• Track record of achieving retention and expansion targets
• Multi-language capabilities (Spanish, French, or other) a plus