Manager, Customer Success
Offer summary
Qualifications:
Experience in SaaS industry and customer success platforms like Planhat, ChurnZero, or Gainsight., Over 3 years of leadership experience managing Customer Success Managers., Strong relationship-building skills with senior and C-suite stakeholders., Knowledge of customer engagement frameworks and strategic account management..Key responsibilities:
- Lead and manage a team of Customer Success Managers to ensure client satisfaction and retention.
- Establish and improve customer success workflows and processes.
- Conduct business reviews to showcase value and identify growth opportunities.
- Support customer issues and advocate for customer needs across departments.
Job description
MealSuite, an Inc. 5000 FastestGrowing Company, is a privately owned SaaS organization comprising 190+ team members across the globe, with hub locations in Cambridge, ON, Canada, Dallas, TX, USA, and Ho Chi Minh City, Vietnam. Our suite of endtoend 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.
A day in the life as a Manager, Customer Success:
- Lead & Inspire: Directly manage a team of Customer Success Managers, setting a high standard and leading by example.
- Drive Accountability: Ensure your team consistently achieves results, follows processes, and delivers with accuracy and efficiency.
- Optimize Processes: Establish and evolve Customer Success workflows, ensuring clarity and alignment across departments.
- Measure Success: Implement and refine key metrics like product utilization, NPS, Effort Score, and CSQLs in collaboration with CX Operations.
- Showcase Value: Conduct business reviews to highlight realized value and uncover growth opportunities.
- Strengthen Relationships: Use strategic engagement to deepen customer trust and perceived value.
- Collaborate CrossFunctionally: Communicate customer needs and product feedback across departments.
- Partner Engagement: Participate in reviews with partners to share wins and identify joint opportunities.
- CustomerCentric Support: Provide responsive service, including occasional extended hours, weekends, or holidays.
- Resolve Escalations: Support your team in handling complex customer issues with care and efficiency.
- Leverage Data: Use tools like Planhat, Salesforce, and Zendesk to generate insights and drive improvements.
- Be the Customer’s Voice: Advocate for customer priorities and ensure alignment across the organization.
- I have experience in the SaaS industry.
- I have worked with Customer Success platforms like Planhat, ChurnZero, or Gainsight.
- I’m familiar with strategic account management and customer engagement frameworks.
- I’m exceptional at building relationships with senior and Csuite stakeholders.
- I get most excited about helping customers realize value and grow with our solutions.
- I’m extra passionate about creating scalable processes and driving team performance.
- I have a proven ability to collaborate crossfunctionally and lead with datadriven insights.
- I have over 3 years of direct leadership experience, mentoring and formally managing Customer Success Managers.
- I gained my knowledge through formal education or direct experience in Customer Success.
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- I have knowledge of MealSuite’s products and services (nicetohave)
- I’m willing to occasionally travel and have a valid passport and no travel restrictions that limit my ability to cross the border between Canada and the USA (and Vietnam if required for role).
- 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
- 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 allinone foodservice management technology. .
- 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:
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- Unlimited paid time off – yeah, you read that right! We trust our employees to build their own version of balance so they can bring their best every day.
- Health benefits – this includes medical, dental, and vision options, life & disability insurance, paid maternity and parental leave, and an onsite gym.
- 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.
- Worklife balance – this is supported by the fact that more than 90% of current employees agree that their leader supports their wellbeing.
- An inclusive workplace – women account for 53% of our employees and 58% of people leaders.
- Participation in our equity program and 401(k) plan – we are committed to helping you plan for your future!
- 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 .
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Have we got your attention? Great! Here’s what’s next:
Apply today with your resume and answers to our application questions.
We’ll start reviewing candidates within two weeks of this position being posted and will reach out to you if we’d like to get to know you a bit better. We often get hundreds of applications for our roles (we feel very honoured that so many people are interested!) and try our best to get back to each person. If there’s a delay in our response, please don’t think we’ve forgotten about you. We may be taking our time to thoroughly review each candidate before deciding who to interview.
We want to ensure that every qualified individual has an equal opportunity to work with us. If you require accommodation to our application process, please contact accomodations@mealsuite.com.
We know imposter syndrome can be REAL when applying for a new role, but please dont let the confidence gap prevent you from taking a leap and applying for your dream job. Your future self will thank you!
More to love about working at MealSuite:
If the below describe your knowledge, experience and character, this role could be for you:
Required profile
Experience
Other Skills
- Team Leadership
- Adaptability
- Collaboration
- Communication
- Problem Solving
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