Customer Success Manager

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

The role of a Customer Success Manager is vital toMealSuiteslong-term vision and profitability. We will not succeed unless our customers realize value from our products and services and remain within our ecosystem. We are looking for strategic relationship-minded and experienced professionals to join our ever-growing Customer Experience team.

Reporting to the Manager Customer Successyoullsupport a wide array of customers across their entire lifecycle ensuring they adopt our products achieve their goals and scale effortlessly through impactful engagements all focused on driving business outcomes. The successful candidate will be highly customer-centric and comfortable diving deep intoMealSuitesproducts to coach mentor and train customers on best practices while providing recommendations toward a long-term MealSuite strategy withintheir organization.

WhatYoullDo

• Own Customer Relationships Provide overall relationship management to a portfolio of customers through regularly scheduled touchpoints with key stakeholders actively managing customer lifetime value across a large and diverse assigned customer base.

• Drive Strategic Success Planning Develop and manage customer success plans that articulate goals measurement criteria obstacles and risks including the drivers of product retention. Coordinate and conduct regularly scheduled businessreviewsleveraging the Value Realization framework.

• Be a Trusted Advisor Develop a consultative relationship with each customer working in conjunction with other MealSuite teams and SMEs to provide solution planning and execution. Mentor customers on best practices and serve as thepointperson for training needs.

• Proactively Manage Account Health Proactively connect with customers to assess account healthidentifyfuture needs and growth opportunities surface red flags and risks and escalate appropriately to internal stakeholders.

• Support Growth & Expansion Partner with your counterpart in Sales (Account Management) toidentifyCustomer Success Qualified Leads (CSQLs) forexpansion andcollaborate on the best approach to manage those opportunities.

• Lead Onboarding Transitions Serve as a key stakeholder during the Implementation phase andfacilitatea seamless transition from Onboarding to Customer Success.

• Manage Escalations Serve as the central communication point for the customer during escalations working alongside Customer Experience colleagues to coordinate resolutionabove and beyondstandard support channels.

• Champion the Customer Internally Be the voice of the customer internally by making recommendations and influencing key decisions that will positivelyimpacttheir experience and outcomes.

• Drive Product Adoption Set adoption and engagement usage targets with customers that support theirgoals andproactively work to improve platformutilizationacross your portfolio.

What You Bring

• 23 years of experience in Customer Success Account Management or a related customer-facing role

• 12 years of experienceestablishingjoint strategic goals with customers and measuring progress and outcomes

• Proven experience working within a SaaS environment

• Experience working with senior living technology or nutritional services technology is a strong asset

• Experience with a Customer Success Platform ( or equivalent) is an asset

• Familiarity with Customer Success frameworks methodologies and best practices

• In-depth knowledge of MealSuite products and services is a plus

• Ability to build strong relationships and quicklyestablishcredibility and rapport with senior-level and C-Suite executives

• Excellent communication and analytical skills with the ability to collaborate cross-functionally across multiple internal and external teams

• High energy leveldemonstrateddrive to succeed and a sense of urgency

• Ability to adapt quickly as priorities shift in a fast-moving environment

• Willingness to travel approximately 30% of the time to customer locations; valid passport with no travel restrictions

Compensation

$80000$97000 CAD peryear $78000$94400 USD per year

This role is open to candidates in Cambridge Dallas or remote across North America. Some travel to customer locations isrequired.

WhyYoullLove Working Here

• Unlimited paid time off yeah 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.

• Health benefits this includes day one medical dental and vision options life & disability insurance and paid maternity and parental leave.

• Hybrid flexibility we 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 balance supported by the fact that more than 90% of current employees agree that their leader supports their wellbeing.

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

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

• Purposeful work with a positive community impact more 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 every qualified individual has an equal opportunity to work with us. If you require accommodationtoour application process please contact

  MealSuite uses 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