Job Details

Role Summary

As a Customer Success Manager (CSM), you will serve as the primary point of contact for our customers, focusing on maximizing their ROI with Meal Ticket's product portfolio including MarketMan (restaurant operators), TrackMax (distributors), and Strategic Supplier Platform (suppliers/manufacturers). Your role will involve identifying customer success goals, driving growth and retention, managing renewals, and providing strategic consultation on an ongoing basis.

You will lead the implementation of engagement strategies across Meal Ticket's products, collaborating with internal teams to support our customers' business initiatives and product adoption. The CSM will design and guide customers' success plans, advocate for their needs through Voice of Customer programs, and ensure a seamless user experience that drives satisfaction, retention, and expansion.

The ideal candidate will be an effective communicator, adept at building relationships, driving measurable outcomes, and delivering solutions through consultative, customer-focused support.

What You Will Do

Customer Lifecycle Management

• Customer Transition & Handoff: Collaborate closely with Sales and Implementation teams throughout the customer onboarding process to ensure a seamless transition into the customer journey, establishing relationships with key stakeholders before go-live.
• Customer Engagement: Build and maintain strong relationships with key stakeholders, conducting regular touchpoints and Quarterly Business Reviews (QBRs) to understand evolving needs and ensure satisfaction.
• Driving Adoption: Proactively monitor product usage and health scores through PlanHat to identify adoption gaps and facilitate full utilization of all available features and benefits.
• Customer Health Management: Monitor customer health indicators, identify at-risk accounts early, and execute proactive intervention strategies to prevent churn.

Renewals & Retention Management

• Renewal Ownership: Own the full renewal cycle for assigned accounts, initiating renewal conversations 90 days in advance and securing commitments within 60 days of contract expiration.
• Price Increase Management: Execute annual price increases in accordance with contract terms, leading value-based conversations that articulate ROI and justify investment.
• Retention Strategies: Develop and implement retention playbooks for at-risk accounts, collaborating with cross-functional teams to resolve customer concerns and demonstrate ongoing value.
• Churn Prevention: Proactively identify churn indicators and execute save strategies, escalating appropriately when executive engagement is required.

Value Realization & Growth

• Value Realization: Help customers achieve their defined success goals by demonstrating how Meal Ticket solutions solve their operational challenges and deliver measurable business outcomes.
• Value Articulation: Clearly communicate benefits and ROI through regular business reviews, case studies, and success metrics tailored to each customer's objectives.
• Expansion Opportunities: Identify and qualify opportunities for customers to expand their use of products, additional locations, or premium services, partnering with Sales and Professional Services teams.
• Cross-Sell & Upsell: Identify opportunities for customers to benefit from additional Meal Ticket products across the operator, distributor, and supplier ecosystem.

Customer Advocacy & Voice of Customer

• Product Advocacy: Champion customer needs within the organization by systematically capturing and communicating enhancement requests, product feedback, and feature priorities to Product teams.
• Voice of Customer: Gather, document, and analyze customer feedback through structured VOC processes, ensuring customer perspectives inform product roadmap decisions.
• Customer Advisory Board: Support Customer Advisory Board initiatives by identifying and nominating strategic customers for participation.
• Reference & Advocacy Programs: Cultivate customer advocates willing to participate in references, case studies, testimonials, and industry events.

Operational Excellence & Reporting

• Account Planning: Develop and maintain strategic account plans for high-value (A/B tier) accounts, documenting customer goals, success milestones, and risk factors.
• CRM & Tool Management: Maintain accurate customer records in Salesforce and Planhat, ensuring data integrity for health scores, renewal dates, and engagement history.
• Metrics & Reporting: Track and report on key success metrics including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), customer health scores, and CSAT.
• Cross-Functional Collaboration: Partner effectively with Sales, Support, Implementation, Professional Services, and Product teams to deliver seamless customer experiences.

What You Will Bring

Required:

• Experience: 3+ years in Customer Success, Account Management, or related customer-facing role in B2B SaaS environment.
• Renewals Experience: Demonstrated experience managing contract renewals, price negotiations, and retention strategies.
• Communication Skills: Excellent verbal and written communication skills with the ability to present to executive stakeholders.
• Problem-Solving: Strong analytical and problem-solving abilities with a proactive approach to addressing customer issues.
• Technical Aptitude: Ability to quickly learn and understand complex software platforms and translate technical concepts for diverse audiences.
• Customer-Centric Mindset: Genuine passion for helping customers succeed with empathy and consultative approach.
• Collaboration: Proven ability to work effectively with cross-functional teams in a fast-paced environment.

Preferred:

• Experience in foodservice, restaurant technology, or supply chain industries
• Familiarity with Customer Success platforms (Planhat, Totango, Gainsight, or similar)
• Experience with Salesforce CRM
• Track record of achieving retention and expansion targets
• Multi-language capabilities (Spanish, French, or other) a plus

Key Performance Indicators

• Gross Revenue Retention (GRR) for assigned book of business
• Net Revenue Retention (NRR) through expansion and price increases
• Renewal rate and on-time renewal completion
• Customer health score improvement
• At-risk account resolution rate
• Customer satisfaction (CSAT) scores
• Product adoption and usage metrics