Senior Customer Success Manager

Are you passionate about local food culture? We’re Foodee, a team of food experts on a mission to connect local restaurants to businesses through our meal planning platform. We help corporations spread the power of good food by curating menus from top local restaurants and delivering them to your office.

In this role, you’ll build, cultivate, and maintain influential relationships with Foodee’s high-value mid-market and large enterprise accounts through strategic initiatives with the goal of strengthening the partnership and expanding revenue. You will consistently and proactively review and refine customer goals and business outcomes to ensure client happiness, proven by client retention and advocacy for Foodee.

The ideal candidate will be based in the Greater Toronto area. We are not offering sponsorship or relocation for this role.

Key Responsibilities:

• Lead day to day relationship management for a book of business of high-value customers (mid-market and enterprise accounts) with complex use cases or needs
• Engage with customers to build relationship with stakeholders at all levels within an organization in a high-touch, multi-threaded approach, including participating in onboarding and account setup, defining success plans with customers, leading Quarterly Business Reviews/strategic planning sessions, regular check-ins to drive engagement, and manage revenue growth and expansion
• Monitor usage patterns, feature adoption and overall engagement to identify at risk clients and drive problem solving and risk mitigation strategies by engaging cross functional partners to improve client health scores and minimize churn
• Analyze customer data and drive decision making and recommend solutions internally or to the client based on a deep understanding of customer needs and pain points
• Drive strategic initiatives for the broader Customer Success team by identifying areas of opportunity and managing internal projects from infancy to completion
• Initiate, lead and manage complex solutioning for client projects
• Develop excellent technical knowledge of Foodee’s platform through ongoing product training

Required Skill-Set/Experience:

• 5+ years experience in a Customer Success, Account Management, or related role
• Ability to build excellent, value-based relationships with your clients, serving as the main point of contact
• Ability to lead strategic projects with cross functional teams to ensure successful execution
• Proven track record of revenue growth within a high-value or strategic accounts book of business
• Consultative customer centric mindset; empathetic collaborator
• Display a results-oriented approach and a knack for problem solving
• Detail-oriented
• Display clear and efficient communication, collaboration and interpersonal skills with both internal and external stakeholders
• Ability to strategically analyze and interpret data
• Proficient in using Salesforce Sales Cloud/Service Cloud software
• Ability to travel in market up to 25% of the year
• Must Have: Experience in B2B or SAAS Account Management
• Nice to Have: FoodTech experience

Reports To:

Director of Success

Direct Reports:

None

Benefits:

• Paid time off, including sick, vacation & quality of life days
• Paid statutory holidays
• Monthly health & wellness reimbursement
• Professional development reimbursement
• Company-sponsored RRSP with match
• Work-from-home flexibility; candidates can work remotely but must be based in the Greater Toronto Area.

At Foodee we are committed to strengthening local restaurants, and it all starts with our people. We’re creating a culture where everyone feels included and diversity is celebrated, and we believe that makes our business better. We strive to open every window of opportunity to discover our future applicants, and in each role we endeavor to look beyond your work and educational experience. We strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities. We can’t wait to see what you bring to the table.