Manager, Customer Success

Meal Suite, 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 food service 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.

• 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:

• I have experience in the SaaS industry.
• I have worked with Customer Success platforms like Planhat, Churn Zero, 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 Meal Suite’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.

• 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 food service 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 Meal Suite offers the…