Customer Success Manager

5 months ago

Cambridge, Canada MealSuite Full time

**MealSuite,** an Inc. 5000 Fastest-Growing Company, is a privately owned SaaS organization comprising 140+ team members across the globe, with hub locations in Cambridge, ON, Canada, Dallas, TX, USA, and Ho Chi Minh City, Vietnam. Our suite of **end-to-end foodservice technology **solutions helps professionals across healthcare and aging services streamline their operations, save time, reduce food waste, and meet regulatory requirements, so they can focus on what matters most: improving the quality of patient and resident care.

We’re looking for our next strategic, relationship-minded, and experienced **Customer Success Manager** to join our ever-growing Customer Experience team. Reporting to the Senior Manager, Customer Success & Support, you’ll be vital to MealSuite’s long-term vision and profitability as we will only succeed if our customers realize value from our products and services and remain within our ecosystem.

**A day in the life as a Customer Success Manager**:

- Develop a consultative relationship with each customer and work in conjunction with other MealSuite teams and SMEs to provide solution planning and execution by way of regularly scheduled touchpoints with key stakeholders.
- Proactively connect with your customers to assess the health of their account and to identify future needs and growth opportunities.
- Serve as a key stakeholder during the implementation phase and facilitate the transition from Onboarding to Customer Success.
- Partner with your counterpart in Sales (Account Management) to identify Customer Success Qualified Leads (CSQL’s) for expansion and growth and work together on the best approach to manage said qualified leads.
- Manage escalations alongside your colleagues in Customer Experience by being the central communication point for the customer, over and above regular communication channels from other teams.
- Proactively identify red flags and risks, and escalation appropriately within all stakeholders within MealSuite.
- Actively manage the customer relationship and the lifetime value of customers across a large and diverse assigned customer base.
- Develop and manage customers’ success plans that articulate customer success goals, customer success measurement criteria, obstacles, and risks.
- Coordinate and conduct regularly scheduled business reviews with the customer leadership and support teams, which leverage the Value Realization framework.
- Be the voice of the customer internally by making recommendations and influencing key decisions that will positively impact the customer.
- Mentor your customers on best practices and be the point person for training needs as required.
- Drive product adoption by setting adoption and engagement usage targets with the customer that support their goals.

**If the below describe your knowledge, experience and character, this role could be for you**:

- I have knowledge of Customer Experience/Success within a SaaS environment.
- I gained my knowledge through 2-3 years of experience in Customer Success, Account Management, or a related role.
- I have experience establishing joint strategic goals with customers and measuring progress and outcomes.
- I have experience with Customer Success platforms.
- Bonus points if I have experience with senior living technology or nutritional services technology.
- I’m exceptional at building strong relationships and quickly establishing credibility and rapport with stakeholders of all seniority levels.
- I can collaborate cross-functionally across multiple internal and external teams.
- I have a proven ability to adapt quickly as priorities shift and a strong sense of urgency.
- I’m willing to travel and have a valid passport and no travel restrictions that limit my ability to cross the border between Canada and the USA.
- I thrive in an agile environment that is constantly changing and encourages team members to collectively collaborate and communicate.
- I love to be directly involved in projects and initiatives that offer continued learning and endless opportunity to express my ideas and build my leadership skills.

**More to love about working at MealSuite**:
**We are passionate people that care about others.** The heart of what we do comes down to our mission to Deliver smiles and satisfaction to the continuum of care through an all-in-one foodservice management technology. Learn more about what we do here.

**We’ve built a progressive culture that values teamwork and innovation.** We listen to all voices and entrust team members with tasks that make a significant impact on the communities we serve.

**We’re growing sustainably.** A career with MealSuite offers the innovation and agility of a startup matched with the stability of an established company in a growing industry.

**We take care of our employees too** Here are just a few of the great things we offer:

- **Unlimited paid time off** - yeah, you read that right We trust our employees to build their own

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