Senior Customer Success Manager

Nutritics is a food information platform helping hospitality and foodservice businesses manage food, menus, supply chains, and environmental impact. The Senior Customer Success Manager will own strategic customer relationships across North America, driving adoption, value realization, retention, renewals, and expansion while contributing to the development of the regional Customer Success function.

Responsibilities:

• Own the strategic relationship for an assigned portfolio of high-value customers, developing a deep understanding of their business objectives, priorities and measures of success
• Build strong, multi-threaded relationships across customer organisations, identifying key stakeholders, decision-makers, champions and potential detractors
• Establish trusted relationships with senior and executive stakeholders, introducing Nutritics Executive Sponsors where appropriate
• Develop and maintain customer success plans that align Nutritics solutions with customer objectives and clearly demonstrate value
• Lead regular Strategic Business Reviews with customers, using customer objectives, adoption, usage and outcomes to demonstrate value and agree future priorities
• Where appropriate, conduct in-person strategic customer meetings to strengthen relationships and alignment
• Act as the voice of the customer within Nutritics while representing Nutritics confidently and credibly to the customer
• Own customer health across the assigned portfolio, using objective usage, engagement, relationship and commercial indicators within ClientSuccess, our Customer Success platform, to maintain an accurate view of account health
• Proactively identify changes in customer health, adoption or sentiment and intervene before they develop into material retention risks
• Own retention strategies for at-risk customers, developing and coordinating clear mitigation plans across relevant internal teams
• Maintain clear visibility of renewal dates, customer sentiment, risks and dependencies to support strong renewal readiness
• Identify opportunities to increase adoption and value across existing customer organisations
• Map customer objectives and emerging needs against Nutritics solutions to identify qualified expansion and cross-sell opportunities, partnering with Account Management/Sales to progress commercial discussions
• Partner with Account Management and Finance on renewal, contractual, billing and notice-period matters as required
• Work collaboratively across Customer Engagement, Account Management, Sales, Product, Solutions, Finance and other internal teams to ensure customer priorities, risks and opportunities are understood and appropriately actioned
• Provide clear visibility of significant customer activity, risks, successes and strategic initiatives to the wider business
• Capture and communicate customer feedback, recurring themes and emerging requirements to help inform product, service and customer experience improvements
• Ensure customer records, success plans, health status, risks, actions and key interactions are accurately maintained within ClientSuccess and other relevant systems
• Support continuity of service across our global customer base during North American working hours, providing senior Customer Success support and escalation coverage for UK and international customers where required
• Act as a senior point of expertise within the Customer Success team, supporting colleagues with complex customer situations, relationship strategies and retention challenges
• Share best practice and support the onboarding, coaching and development of other CSMs through knowledge sharing and peer support
• Contribute to the development and continuous improvement of Customer Success processes, playbooks, Success Cycles and ways of working
• Maintain high standards of customer documentation, system hygiene and execution of agreed Customer Success processes, helping promote consistency across the wider team
• Provide customer and market insight to the Director of Customer Success & Engagement and wider Customer Experience leadership team to support strategic decision-making
• Contribute to the continued development of Nutritics' Customer Success approach in North America as the customer base and team grow

Requirements:

• 5+ years' experience in high touch Customer Success, Customer Success or Strategic Account Management roles is essential
• A proven track record of driving retention, renewals and expansion across a portfolio of customers
• Exceptional capability to construct, navigate, and maintain multi-threaded relationships with stakeholders at every level, including senior leaders
• A love for working with people and finding out how they work
• Excellent communication and interpersonal skills
• Good conflict resolution and problem-solving skills
• Ability to take ownership and follow-through
• Strong organisational skills with the ability to prioritise
• Ability to handle multiple tasks at the same time
• Experience within the food tech, hospitality, or catering sectors is highly desirable