About the Role The role of a Customer Success Manager is vital to MealSuite's long-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 Success, you'll support 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 into MealSuite's products to coach, mentor, and train customers on best practices while providing recommendations toward a long-term MealSuite strategy within their organization.
What You'll Do - 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 business reviews leveraging 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 the point person for training needs.
- Proactively Manage Account Health - Proactively connect with customers to assess account health, identify future 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) to identify Customer Success Qualified Leads (CSQLs) for expansion, and collaborate on the best approach to manage those opportunities.
- Lead Onboarding Transitions - Serve as a key stakeholder during the Implementation phase and facilitate a 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 resolution above and beyond standard support channels.
- Champion the Customer Internally - Be the voice of the customer internally by making recommendations and influencing key decisions that will positively impact their experience and outcomes.
- Drive Product Adoption - Set adoption and engagement usage targets with customers that support their goals, and proactively work to improve platform utilization across your portfolio.
What You Bring - 2-3 years of experience in Customer Success, Account Management, or a related customer-facing role
- 1-2 years of experience establishing joint 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 (e.g. Gainsight, ChurnZero, Totango, 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 quickly establish credibility 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 level, demonstrated drive 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 $80,000-$97,000 CAD per year $78,000-$94,400 USD per year
This role is open to candidates in Cambridge, Dallas, or remote across North America. Some travel to customer locations is required.
Why You'll Love 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 - we'd love for you to share in MealSuite's success 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 company's purpose aligns with their personal values. Learn more about our values at mealsuite.com/careers.
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.
