Customer Success Manager

MealSuite•Dallas, TX

3d•Hybrid

About The Position

MealSuite builds end-to-end foodservice technology for healthcare and senior living organizations. Our mission is to help care teams deliver better dining experiences with less effort. We’re a fast-growing team working on meaningful problems that directly impact patient and resident care. The role of a Customer Success Manager is vital to MealSuite’s long-term vision and profitability. We will not succeed unless our customers realize value from our products and services and remain within our ecosystem. We are looking for strategic, relationship-minded, and experienced professionals to join our ever-growing Customer Experience team. Reporting to the Manager, Customer Success, you’ll support a wide array of customers across their entire lifecycle — ensuring they adopt our products, achieve their goals, and scale effortlessly through impactful engagements, all focused on driving business outcomes. The successful candidate will be highly customer-centric and comfortable diving deep 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.

Requirements

2–3 years of experience in Customer Success, Account Management, or a related customer-facing role
1–2 years of experience establishing joint strategic goals with customers and measuring progress and outcomes
Proven experience working within a SaaS environment
Ability to build strong relationships and quickly establish credibility and rapport with senior-level and C-Suite executives
Excellent communication and analytical skills, with the ability to collaborate cross-functionally across multiple internal and external teams
High energy level, demonstrated drive to succeed, and a sense of urgency
Ability to adapt quickly as priorities shift in a fast-moving environment

Nice To Haves

Experience working with senior living technology or nutritional services technology is a strong asset
Experience with a Customer Success Platform (e.g. Gainsight, ChurnZero, Totango, or equivalent) is an asset
Familiarity with Customer Success frameworks, methodologies, and best practices
In-depth knowledge of MealSuite products and services is a plus

Responsibilities

Provide overall relationship management to a portfolio of customers through regularly scheduled touchpoints with key stakeholders, actively managing customer lifetime value across a large and diverse assigned customer base.
Develop and manage customer success plans that articulate goals, measurement criteria, obstacles, and risks, including the drivers of product retention. Coordinate and conduct regularly scheduled business reviews leveraging the Value Realization framework.
Develop a consultative relationship with each customer, working in conjunction with other MealSuite teams and SMEs to provide solution planning and execution. Mentor customers on best practices and serve as the point person for training needs.
Proactively connect with customers to assess account health, identify future needs and growth opportunities, surface red flags and risks, and escalate appropriately to internal stakeholders.
Partner with your counterpart in Sales (Account Management) to identify Customer Success Qualified Leads (CSQLs) for expansion, and collaborate on the best approach to manage those opportunities.
Serve as a key stakeholder during the Implementation phase and facilitate a seamless transition from Onboarding to Customer Success.
Serve as the central communication point for the customer during escalations, working alongside Customer Experience colleagues to coordinate resolution above and beyond standard support channels.
Be the voice of the customer internally by making recommendations and influencing key decisions that will positively impact their experience and outcomes.
Set adoption and engagement usage targets with customers that support their goals, and proactively work to improve platform utilization across your portfolio.