Customer Success Manager, Meal Programs (Remote)

ezCater • Boston, MA

21h • Remote

About The Position

ezCater is the #1 food tech platform for workplaces in the US. The company makes it easy for any organization to manage its food needs and order from over 125,000 restaurants nationwide. For workplaces, ezCater provides flexible and scalable solutions for everything from employee meal programs to one-off meetings, all backed by beyond helpful 24/7 service and business-grade reliability. For restaurant partners, ezCater helps grow their business by bringing them new high-value customers and large orders. We’re looking for a Customer Success Manager to join our Growth team and own retention for our highest-value Meal Program accounts. This is a full-time, salaried individual contributor role focused on proactively identifying churn risk, building strong customer relationships, and safeguarding our business across our top 20% of unmanaged Meal Program accounts.

Requirements

• 5+ years of experience in customer success, account management, retention, or consultative sales, ideally in a B2B, SaaS, marketplace, or service-driven environment.
• Proven success managing a book of business and building strong customer relationships that improve retention and reduce churn.
• Experience identifying risk signals, prioritizing accounts, and executing proactive outreach plans with urgency and sound judgment.
• A strong sense of ownership and accountability for customer outcomes and revenue retention.
• Excellent communication and relationship-building skills, with the ability to earn trust across a range of customer stakeholders.
• Comfort working cross-functionally with sales, support, operations, and product teams to solve problems and improve the customer experience.
• Strong organizational skills and attention to detail, with the ability to manage multiple accounts, priorities, and follow-ups at once.
• A data-informed mindset and the ability to translate account signals and customer feedback into action.
• Experience using Salesforce to manage account activity, document insights, and maintain account hygiene.
• A “figure it out” mentality that drives you to take ownership in the face of ambiguity. You’re not afraid to fail and do better the next time.
• Ability to travel up to 5 days per quarter for Together Weeks, team gatherings and other events, when applicable.

Responsibilities

• Own retention for a book of high-value Meal Program accounts, with a focus on protecting GMV and reducing preventable churn.
• Build strong, trusted relationships with customer admins and key stakeholders so ezCater has an active partner inside each account.
• Serve as the primary day-to-day partner for your accounts after AE handoff, helping customers get ongoing value from their Meal Program and ensuring they have a smooth, reliable experience.
• Proactively monitor churn signals surfaced through reporting, customer behavior, support interactions, and partner feedback, and take action before an account is lost.
• Create and execute account-level retention plans for Meal Program customers, including outreach, business reviews, training, and coordination across internal teams.
• Partner closely with Enterprise Support, Sales Ops, Marketing, Product, and Operations to surface patterns, close feedback loops, and improve the customer experience.
• Escalate service, delivery, restaurant variety, and order accuracy issues quickly and drive cross-functional follow-through when those issues put retention at risk.
• Document customer goals, pain points, risk factors, and next steps clearly in our systems so account context is visible and actionable.
• Identify expansion opportunities when they arise, and pull in the Meal Program Account Executive to lead expansion conversations and close additional business.
• Help refine the playbooks, signals, and operating model for how ezCater retains and grows its most valuable Meal Program customers over time.
• Use AI in your day-to-day work to identify risk patterns faster, personalize outreach more efficiently, summarize customer feedback, and surface next best actions, while applying strong judgment and maintaining a high-quality customer experience.

Benefits

• Market competitive salary
• Stock options
• 12 paid holidays
• Flexible PTO
• 401K with ezCater match
• Health/dental/FSA
• Long-term disability insurance
• Mental health and family planning resources
• Remote-hybrid work from our awesome Boston office OR your home OR a mixture of both home and office
• A tremendous amount of responsibility and autonomy
• Wicked awesome co-workers
• Employee meal program (and many more goodies) when you’re in our office
• Knowing that you helped transform the food for work space

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed