Manager, Customer Success

MealSuite, an Inc. 5000 Fastest-Growing Company , is a privately owned SaaS organization comprising 190+ team members across the globe, with hub locations in Cambridge, ON, Canada, Dallas, TX, USA, and Ho Chi Minh City, Vietnam. Our suite of end-to-end foodservice technology solutions helps professionals across healthcare and aging services streamline their operations, save time, reduce food waste, and meet regulatory requirements, so they can focus on what matters most : improving the quality of patient and resident care.

We’re looking for our next dynamic and experienced Manager, Customer Success to join our Customer Experience team. Reporting to the Director, Customer Experience, you’ll be leading a team of Customer Success Managers to ensure our clients derive maximum value from our products and services - driving satisfaction, loyalty, and long-term retention.

A day in the life as a Manager, Customer Success :

• Lead & Inspire : Directly manage a team of Customer Success Managers, setting a high standard and leading by example.
• Drive Accountability : Ensure your team consistently achieves results, follows processes, and delivers with accuracy and efficiency.
• Optimize Processes : Establish and evolve Customer Success workflows, ensuring clarity and alignment across departments.
• Measure Success : Implement and refine key metrics like product utilization, NPS, Effort Score, and CSQLs in collaboration with CX Operations.
• Showcase Value : Conduct business reviews to highlight realized value and uncover growth opportunities.
• Strengthen Relationships : Use strategic engagement to deepen customer trust and perceived value.
• Collaborate Cross-Functionally : Communicate customer needs and product feedback across departments.
• Partner Engagement : Participate in reviews with partners to share wins and identify joint opportunities.
• Customer-Centric Support : Provide responsive service, including occasional extended hours, weekends, or holidays.
• Resolve Escalations : Support your team in handling complex customer issues with care and efficiency.
• Leverage Data : Use tools like Planhat, Salesforce, and Zendesk to generate insights and drive improvements.
• Be the Customer’s Voice : Advocate for customer priorities and ensure alignment across the organization.

If the below describe your knowledge, experience and character, this role could be for you :

We know imposter syndrome can be REAL when applying for a new role, but please don't let the confidence gap prevent you from taking a leap and applying for your dream job. Your future self will thank you!

More to love about working at MealSuite :

Have we got your attention? Great! Here’s what’s next :

Apply today with your resume and answers to our application questions.

We’ll start reviewing candidates within two weeks of this position being posted and will reach out to you if we’d like to get to know you a bit better.  We often get hundreds of applications for our roles (we feel very honoured that so many people are interested!) and try our best to get back to each person.  If there’s a delay in our response, please don’t think we’ve forgotten about you.  We may be taking our time to thoroughly review each candidate before deciding who to interview.

We want to ensure that every qualified individual has an equal opportunity to work with us. If you require accommodation to our application process, please contact accomodations@mealsuite.com .