Customer Success Manager - Mealsuite : Job Details

MealSuite, an Inc. 5000 Fastest-Growing Company, is a privately owned SaaS organization with 140+ team members globally and 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 operations, save time, reduce food waste, and meet regulatory requirements, so they can focus on improving the quality of patient and resident care.

We are looking for our next strategic, relationship-minded, and experienced Customer Success Manager to join our Customer Experience team. Reporting to the Director, Customer Experience, you will play a vital role in MealSuite\'s long-term vision and profitability by ensuring customers realize value from our products and services and remain within our ecosystem.

The Customer Success team supports customers throughout their lifecycle as they engage with us and adopt our products to achieve their goals. You will be highly customer-centric, comfortable deep diving 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.

• Develop a consultative relationship with each customer and work with other MealSuite teams and subject-matter experts to plan and execute solutions through regular touchpoints with key stakeholders.
• Proactively connect with customers to assess account health and identify future needs and growth opportunities.
• Serve as a key stakeholder during implementation and facilitate the transition from Onboarding to Customer Success.
• Partner with Sales (Account Management) to identify Customer Success Qualified Leads (CSQLs) for expansion and determine the best approach to manage them.
• Manage escalations with colleagues in Customer Experience by acting as the central communication point for customers beyond regular channels.
• Identify red flags and risks and escalate appropriately among all MealSuite stakeholders.
• Actively manage the customer relationship and lifetime value across a large and diverse assigned base.
• Develop and manage customer success plans with defined goals, success metrics, obstacles, and risks.
• Coordinate and conduct regular business reviews with customer leadership and support teams using the Value Realization framework.
• Be the voice of the customer internally by making recommendations that positively impact the customer experience.
• Mentor customers on best practices and serve as the point person for training needs as required.
• Drive product adoption by setting adoption and engagement targets aligned with customer goals.

• Knowledge of Customer Experience/Success within a SaaS environment.
• 2-3 years of experience in Customer Success, Account Management, or related roles.
• Experience establishing joint strategic goals with customers and measuring progress and outcomes.
• Experience with Customer Success platforms.
• Bonus points for experience with senior living technology or nutritional services technology.
• Strong ability to build relationships and establish credibility with stakeholders at all levels.
• Ability to collaborate cross-functionally across multiple internal and external teams.
• Proven adaptability to shifting priorities and a strong sense of urgency.
• Willingness to travel with a valid passport and no travel restrictions that limit cross-border work between Canada and the USA.
• Comfort in an agile, evolving environment and in contributing ideas while collaborating with the team.
• Desire to be directly involved in projects and initiatives offering learning opportunities and leadership development.

We know imposter syndrome can be REAL when applying for a new role, but please don\'t let the confidence gap prevent you from applying. Your future self will thank you!

• We are passionate about delivering smiles and satisfaction to the continuum of care through an all-in-one foodservice management technology.
• Progressive culture that values teamwork and innovation, with input from all voices and meaningful impact.
• Growing sustainably, offering startup agility with the stability of an established company.
• Employee benefits and programs, including:
• Unlimited paid time off
• Health benefits (medical, dental, vision); life & disability insurance; paid maternity and parental leave; on-site gym
• Hybrid flexibility and support for collaboration, mentorship, and learning
• Work-life balance supported by leadership
• Inclusive workplace with strong representation across genders and leadership
• Equity program and 401(k) plan
• Career development and advancement opportunities
• Purposeful work with positive community impact

Have we got your attention? Great! Here\'s what\'s next: Apply today with your resume and answers to our application questions. We aim to start reviewing candidates within two weeks of posting and will reach out if we want to learn more. If there is a delay, please don\'t assume you\'re forgotten; we may take longer to thoroughly review each candidate. If you require accommodation during the application process, please contact [email protected].

We ensure equal opportunity for all qualified individuals. For accommodations, contact [email protected].