Customer Success Leader
About The Position
Ready Foods is seeking a Customer Success Leader to build, retain and grow strategic customer partnerships. The role serves as a trusted advisor and primary relationship leader for assigned customers, connecting customer objectives with Ready Foods’ operational capabilities and business priorities. The leader develops relationships across multiple levels of customer organizations, turns customer and industry insights into actionable strategies, and coordinates cross-functional execution while balancing evolving customer needs with operational feasibility, capacity, timing and cost. The ideal candidate is curious, proactive and accountable, communicates transparently, and follows through reliably. They can manage sensitive conversations, constructively challenge assumptions and remain calm when priorities or customer needs change. They take ownership of customer outcomes, bring the right people together, ensure commitments are completed and carry lessons forward. Ready Foods is a Denver-based, family-owned food manufacturer with more than five decades of manufacturing experience. The company is transforming its four Denver facilities through Lean principles, Industry 4.0 technologies, digital transformation and systems thinking. Its culture emphasizes respect for people, operational excellence, learning, collaboration and continuous improvement.
Requirements
- Bachelor’s degree in Business, Marketing, Hospitality, Supply Chain or a related field, or equivalent professional experience.
- Five to seven years of progressive experience in customer success, strategic account management, client relationship management or another customer-facing B2B role.
- Demonstrated success managing complex, multi-stakeholder customer relationships.
- Strong business acumen, strategic thinking and consultative relationship skills.
- Experience leading customer business reviews and presenting complex information to varied audiences.
- Effective negotiation, conflict-resolution and expectation-management skills.
- Ability to influence outcomes and lead cross-functional initiatives without direct authority.
- Strong analytical, organizational and problem-solving capabilities.
- Ability to manage competing priorities, urgent requests and ambiguity in a fast-paced environment.
- Experience with CRM platforms such as HubSpot, reporting tools such as Power BI and digital collaboration workflows.
Nice To Haves
- Experience in foodservice, food and beverage manufacturing, contract manufacturing, CPG or another complex B2B supply-chain environment.
- Experience with national restaurant chains, multi-unit foodservice operators or strategic enterprise accounts.
- Experience with food safety and quality requirements, demand planning, manufacturing operations or product commercialization.
- Familiarity with customer performance measures such as OTIF, forecast accuracy, service levels, complaint resolution and customer profitability.
- Experience with joint business planning, customer innovation or commercial-growth initiatives.
Responsibilities
- Build trusted relationships with customer stakeholders across Procurement, Culinary/R&D, Quality, Supply Chain, Operations, Finance, Marketing and executive leadership.
- Serve as the primary relationship contact for account performance, service expectations, business insights and escalations.
- Lead customer check-ins, strategic business reviews and joint success planning.
- Translate customer performance data, market intelligence and operational trends into recommendations and action plans.
- Monitor customer satisfaction, retention, service levels, complaint resolution, forecast accuracy and account health.
- Identify retention risks, growth opportunities and potential product or menu innovations.
- Coordinate customer initiatives across Innovation/R&D, Supply Chain, FSQA, Commercialization, Finance, Operations and Customer Care.
- Manage priorities including quality-claim follow-up, promotions, limited-time offers, commercialization activities and process improvements.
- Represent the voice of the customer while balancing food safety, capacity, cost, feasibility and organizational priorities.
- Maintain accurate customer information, commitments, account plans and follow-up activities in CRM and other approved systems.
- Use customer feedback and recurring service issues to improve products, processes, communication and the overall customer experience.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
