Manager, Customer Success

MealSuite • Dallas, TX

6d • Hybrid

About The Position

We’re looking for a strategic and performance-driven Manager, Customer Success to join our Customer Success team . Reporting to the VP, Customer Experience , you’ll sit at the intersection of people leadership, customer advocacy, and performance, ensuring customers see real value from our platform

Requirements

• 2-3 years of experience in Customer Success, Account Management, or similar roles, especially within a SaaS environment
• 2-3 years of experience establishing strategic goals with customers and measuring progress and outcomes
• 2-3 years of experience in a people management or team‑lead capacity, leading customer‑facing professionals in a SaaS or service‑driven environment
• Experience with Customer Success Platforms such as PlanHat, ChurnZero, Gainsight, or equivalent
• Intimate familiarity with Customer Success Frameworks, methodologies, and best practices
• An innate ability to build strong relationships with both internal and external stakeholders, supporting cross-functional efforts and establishing a rapport with senior level and C-Suite executives
• A strong sense of urgency and drive to succeed with the ability to adapt quickly to changing priorities
• Outstanding communication skills and a deeply analytical mindset with a knack for keeping cool under pressure and finding solutions for any situation
• A strong coaching mindset and highly tuned ability to navigate complex relationships
• Ability to thrive in a collaborative, fast-moving environment
• Willingness to travel occasionally; valid passport with no travel restrictions (Canada/USA; Vietnam if required)

Responsibilities

• Be a leader – Directly manage a team of Customer Success Managers, leading by example in utilizing engagement strategies to strengthen customer relationships and creating a culture of accountability when it comes to achieving results, following processes, and delivering high standards of accuracy and efficiency in their work.
• Create process improvements – Establish, document, and continuously evolve the Customer Success team’s processes to ensure they are well understood by key stakeholders throughout the organization.
• Make data-driven decisions – Leverage data and team metrics to lead strategic and operational initiatives and help drive decision making, deliver helpful insights, and improve processes
• Collaborate cross-functionally – Be the voice of the customer and work cross-functionally with other departments to communicate customer needs and product requirements, ensuring awareness of priorities, services changes, and up-to-date process and support delivery
• Reinforce our value proposition – Conduct and/or actively participate in monthly, quarterly, and annual Partner reviews to showcase wins and opportunities as well as business reviews to showcase value realized customers and identify opportunities for growth
• Be an escalation point – Assist team members in helping to resolve escalated and sophisticated customer issues.

Benefits

• Unlimited paid time off
• Retirement savings support – we invest in your future with RRSP/401(k) matching at 100% up to 3%
• Health benefits – this includes day one medical, dental, and vision options, life & disability insurance, & paid maternity and parental leave.
• Hybrid flexibility
• Work-life balance
• Participation in our equity program
• Opportunities for career development and advancement
• Purposeful work with a positive community impact

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 11-50 employees