Manager, Customer Success

About MealSuite
MealSuite builds end-to-end foodservice technology for healthcare and senior living organizations. Our mission is to help care teams deliver better dining experiences with less fast-growing team working on meaningful problems that directlyimpactpatient and resident care.

About the Role
Were looking for astrategic and performance-drivenManager Customer Successto join ourCustomer Success team. Reporting to theVP Customer Experienceyoullsit at the intersection of people leadership customer advocacy and performance ensuring customers see real value from our platform

WhatYoullDo

• Be a leader Directly manage a team of Customer Success Managers leading by exampleinutilizingengagement strategies to strengthen customer relationshipsand creating aculture of accountability when it comes toachieving results following processes and deliveringhigh standardsof accuracy and efficiency in their work.

• Create process improvements Establish document and continuously evolve the Customer Success teams processes to ensure they are well understood by key stakeholders throughout the organization.

• Make data-driven decisions Leveragedataand team metricstoleadstrategic and operational initiativesandhelp drive decision making deliver helpful insightsandimprove processes

• Collaborate cross-functionally Be the voice of the customer and work cross-functionally with other departments to communicate customer needs and product requirements ensuring awareness of priorities services changes and up-to-date process and support delivery

• Reinforce ourvalue proposition Conduct and/or activelyparticipatein monthly quarterly and annualPartner reviewstoshowcasewins and opportunitiesas well as business reviews toshowcasevalue realized customers andidentifyopportunities for growth

• Be an escalation pointAssistteam members in helping to resolve escalated and sophisticatedcustomerissues.

What You Bring

• 2-3years of experience inCustomer Success Account Management or similar roles especially within a SaaS environment

• 2-3 years of experienceestablishingstrategic goals with customers and measuring progress andoutcomes

• 2-3 years of experience in a people management or teamlead capacity leading customerfacing professionals in a SaaS or servicedriven environment

• Experience with Customer Success Platforms such asPlanHatChurnZero Gainsight or equivalent

• Intimatefamiliaritywith Customer Success Frameworks methodologies and best practices

• An innate ability to build strong relationships with both internal and external stakeholders supportingcross-functionalefforts andestablishinga rapport with senior level and C-Suite executives

• A strong senseof urgency and drive to succeed with the ability toadapt quickly to changing priorities

• Outstanding communication skills and a deeplyanalyticalmindset with a knack for keeping cool under pressure and findingsolutions for any situation

• Astrong coaching mindset and highly tuned abilityto navigate complex relationships

• Ability to thrive in a collaborative fast-moving environment

• Willingness to travel occasionally; valid passport with no travel restrictions (Canada/USA; Vietnam ifrequired)

Compensation:$102000$118000CAD per year/$98400$113200USD per year

This role requires working onsite in ourDallas OR Cambridgeofficetwo days per than an hour away apply anywaywereopen to discussing options.

WhyYoullLove Working Here

• Unlimited paid time offyeah you read that right! We trust our employees to build their own version of balance so they can feel rejuvenated to bring their best every day.

• Retirement savings support we invest in your future with RRSP/401(k) matching at 100% up to 3% because long-term security matters just as much as day-to-day balance.

• Healthbenefitsthis includesday onemedical dental and vision options life & disabilityinsurance &paidmaternityand parental leave.

• Hybrid flexibilitywe value the collaboration mentorship and learning that come from physically working next to one another as well as the benefits that remote work can offer.

• Work-life balancethis is supported by the fact that more than 90% of current employees agree that their leader supports their wellbeing.

• Participation in our equity programwedlove for you to share inMealSuitessuccess as we continue to grow!

• Opportunities for career development and advancementwe support our employees in pursuing and achieving their professional goals.

• Purposeful work with a positive community impactmore than 90% of our North American employees agree that the companys purpose aligns with their personal values. Learn more about our values at want to ensure that everyqualified individual has an equal opportunity to work with you require accommodationtoour application processpleasecontact

  MealSuiteuses AI-assisted tools during parts of the hiring process including screening and workflow automation. All final hiring decisions are made by people.

  This is a current vacancy and we are actively hiring for this position.

  
  

  Required Experience:

  Manager