Manager, Customer Success

MealSuite; United States; Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Unlimited paid time off

Health benefits including medical, dental, and vision

Hybrid flexibility

Work-life balance support

401(k) plan participation

Opportunities for career development

Job summary

A leading SaaS organization in the United States seeks a Manager, Customer Success to lead the Customer Experience team. You will inspire and manage Customer Success Managers, optimize workflows, and drive customer satisfaction and loyalty. This role requires experience in the SaaS industry and proven leadership skills. You will also collaborate cross-functionally to amplify customer voices and resolve any escalations. The company offers hybrid flexibility, unlimited paid time off, and a dynamic culture aimed at innovation and employee satisfaction.

Qualifications

• Experience mentoring and managing Customer Success Managers.
• Knowledge of Customer Success platforms.
• Willingness to travel across borders when needed.

Responsibilities

• Directly manage a team of Customer Success Managers.
• Drive accountability and ensure team achieves results.
• Optimize Customer Success workflows across departments.
• Conduct business reviews to showcase value.
• Support the team in handling complex customer issues.

Skills

Experience in the SaaS industry

Building relationships with senior stakeholders

Creating scalable processes

Collaborating cross-functionally

Direct leadership experience

Education

Formal education in Customer Success

Tools

Planhat

Salesforce

Zendesk

ChurnZero

Gainsight

Job description

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MealSuite, an Inc. 5000 Fast‑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 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.

Qualifications

• I have experience in the SaaS industry.
• I have worked with Customer Success platforms like Planhat, ChurnZero, or Gainsight.
• I’m familiar with strategic account management and customer engagement frameworks.
• I’m exceptional at building relationships with senior and C‑suite stakeholders.
• I get most excited about helping customers realize value and grow with our solutions.
• I’m extra passionate about creating scalable processes and driving team performance.
• I have a proven ability to collaborate cross‑functionally and lead with data‑driven insights.
• I have over 3 years of direct leadership experience, mentoring and formally managing Customer Success Managers.
• I gained my knowledge through formal education or direct experience in Customer Success.
• I have knowledge of MealSuite’s products and services (nice‑to‑have).
• I’m willing to occasionally travel and have a valid passport and no travel restrictions that limit my ability to cross the border between Canada and the USA (and Vietnam if required for role).
• I thrive in an agile environment that is constantly changing and encourages team members to collectively collaborate and communicate.
• I love to be directly involved in projects and initiatives that offer continued learning and endless opportunity to express my ideas and build my leadership skills.

More to love about working at MealSuite

• We are passionate people that care about others. The heart of what we do comes down to our mission to Deliver smiles and satisfaction to the continuum of care through an all‑in‑one foodservice management technology.
• We’ve built a progressive culture that values teamwork and innovation. We listen to all voices and entrust team members with tasks that make a significant impact on the communities we serve.
• We’re growing sustainably. A career with MealSuite offers the innovation and agility of a startup matched with the stability of an established company in a growing industry.
• We take care of our employees too! Here are just a few of the great +things we offer:
• • Unlimited paid time off – yeah, you read that right! We trust our employees to build their own version of balance so they can bring their best every day.
  • Health benefits – this includes medical, dental, and vision options, life & disability insurance, paid maternity and parental leave, and an on‑site gym.
  • Hybrid flexibility – we value the collaboration, mentorship and learning that come from physically working next to one another, as well as the benefits that remote work can offer.
  • Work‑life balance – this is supported by the fact that more than 90% of current employees agree that their leader supports their wellbeing.
  • An inclusive workplace – women account for 53% of our employees and 58% of people leaders.
  • Participation in our equity program and 401(k) plan – we are committed to helping you plan for your future!
  • Opportunities for career development and advancement – we support our employees in pursuing and achieving their professional goals.
  • Purposeful work with a positive community impact – more than 90% of our North American employees agree that the company’s purpose aligns with their personal values.

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 [e-mail].

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 if we’d like to get to know you a bit better.