B2B - Customer Experience Manager

About the Team:

The B2B team operates like a startup within CookUnity — an entrepreneurial, fast-paced, and innovative team that is charting a bold new path by bringing these same exceptional culinary experiences to businesses, organizations, and their employees.

This role will be reporting directly to the the Head of B2B, with the opportunity in the future to hire, train and manage sales representatives in your vertical.

You will work closely with the Head of B2B, the sales, marketing and product team around strategy and execution.

The role:

As the Customer Experience Manager, B2B, you will own the full client experience journey for our corporate customers across the Cold Meal and Smart Fridge product lines. From onboarding to satisfaction tracking to events and issue resolution, your goal is to deliver an exceptional, scalable, and human experience.

You’ll work closely with Sales, Ops, Product, and Support teams, leveraging your hospitality mindset and tech-savviness to build systems, gather insights, and elevate customer delight.

You’ll also help design and execute tastings and activations to drive adoption, retention, and brand love.

Responsibilities:

Customer Experience Strategy & Execution

• Manage and continuously improve the full B2B customer support journey (Zendesk, chat, email, feedback channels)
• Oversee issue resolution flow and coordinate cross-functional responses to maintain high-quality service standards
• Manage customer support and its customer support agents
• Own customer satisfaction KPIs such as CSAT, response/resolution times, and ticket categories

Onboarding & Menu Planning (Smart Fridge Only)

• Collaborate with Sales, AM and Ops to create onboarding plans and Smart Fridge menus customized to each client’s needs and facility capabilities
• Lead the onboarding process for new Smart Fridge users, ensuring a seamless and high-touch implementation and activation.

Customer Feedback & Insights

• Track issue types, support themes, and friction points; compile monthly reports and recommendations.
• Review post-activation and quarterly client surveys gathered by accounts managers to review insights on satisfaction and areas of improvement
• Proactively identify accounts showing friction and flag them to Sales or Account managers

Field Launch Event & Tasting Coordination

• Create the Tasting Experience for Smart Fridge products: coordinate and execute tastings with new clients or prospects
• Manage logistics, menu curation, and guest experience for each event
• Collect feedback and track activation metrics such as attendance, conversion rate, and NPS
• Partner with Sales or AM to follow up and turn tastings into successful activations

Support Upsell Readiness (without owning sales)

• Track satisfaction signals and account health, and surface upsell opportunities to Account Managers
• Partner with internal stakeholders to ensure we’re creating long-term value for key clients

Minimum Requirements:

• 4+ years in customer experience, hospitality, account management, or a client-facing role
• Experience managing support tools (Zendesk) and customer satisfaction programs (CSAT, NPS)
• Hospitality background preferred, with proven ability to delight and engage clients
• Analytical mindset and ability to extract actionable insights from feedback and data
• Strong project management and cross-functional collaboration skills
• Excellent written and verbal communication skills
• Familiarity with tools such as Google Workspace, Typeform/Tally (or other survey platforms), and basic automation platforms (Zapier, Airtable, Notion, etc.)
• Tech-savvy and excited to help scale operations through systems and process improvements
• Demonstrated empathy and a customer-first mindset.

Benefits

🩺  Health Insurance coverage

🌅 401k Plan

⛱ PTO policy and paid sick days / Unlimited PTO 

🗓️ 5- year Sabbatical: After 5 years with CookUnity, you get a 4-week paid sabbatical

🐣 Family leave: ****12 weeks for primary caregiver and 6 weeks for secondary caregiver, fully paid

🕯 Compassionate Leave: 3-5 days each time the need arises

🥘 A generous amount of CookUnity credits to enjoy our amazing meals, added to your account, monthly

🧘🏽‍♀️ Wellness perks: access to a nutritional coach and fitness subsidies to build a healthy lifestyle

👩🏾‍🏫 Personalized Spanish coach

🌟 Awesome opportunity to join a company that is looking to change how we eat and how chefs work!

Compensation

• All final pay rates will be determined by the candidate's experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.
• Pay Range for this position: $130,000 - $150,000 OTE per year.