Manager, Customer Success

About MealSuite 
MealSuite builds end-to-end foodservice technology for healthcare and senior living organizations. Our mission is to help care teams deliver better dining experiences with less effort. We’re a fast-growing team working on meaningful problems that directly impact patient and resident care. 

About the Role 
We’re looking for a strategic and performance-driven Manager, Customer Success to join our Customer Success team. Reporting to the VP, Customer Experience, you’ll sit at the intersection of people leadership, customer advocacy, and performance, ensuring customers see real value from our platform 

What You’ll Do 

• Be a leader – Directly manage a team of Customer Success Managers, leading by example in utilizing engagement strategies to strengthen customer relationships and creating a culture of accountability when it comes to achieving results, following processes, and delivering high standards of accuracy and efficiency in their work. 

• Create process improvements – Establish, document, and continuously evolve the Customer Success team’s processes to ensure they are well understood by key stakeholders throughout the organization.  

• Make data-driven decisions – Leverage data and team metrics to lead strategic and operational initiatives and help drive decision making, deliver helpful insights, and improve processes 

• Collaborate cross-functionally – Be the voice of the customer and work cross-functionally with other departments to communicate customer needs and product requirements, ensuring awareness of priorities, services changes, and up-to-date process and support delivery 

• Reinforce our value proposition – Conduct and/or actively participate in monthly, quarterly, and annual Partner reviews to showcase wins and opportunities as well as business reviews to showcase value realized customers and identify opportunities for growth 

• Be an escalation point – Assist team members in helping to resolve escalated and sophisticated customer issues.  

What You Bring 

• 2-3 years of experience in Customer Success, Account Management, or similar roles, especially within a SaaS environment 

• 2-3 years of experience establishing strategic goals with customers and measuring progress and outcomes 

• 2-3 years of experience in a people management or team‑lead capacity, leading customer‑facing professionals in a SaaS or service‑driven environment 

• Experience with Customer Success Platforms such as PlanHat, ChurnZero, Gainsight, or equivalent 

• Intimate familiarity with Customer Success Frameworks, methodologies, and best practices 

• An innate ability to build strong relationships with both internal and external stakeholders, supporting cross-functional efforts and establishing a rapport with senior level and C-Suite executives 

• A strong sense of urgency and drive to succeed with the ability to adapt quickly to changing priorities 

• Outstanding communication skills and a deeply analytical mindset with a knack for keeping cool under pressure and finding solutions for any situation 

• A strong coaching mindset and highly tuned ability to navigate complex relationships 

• Ability to thrive in a collaborative, fast-moving environment 

• Willingness to travel occasionally; valid passport with no travel restrictions (Canada/USA; Vietnam if required) 

Compensation: $102,000–$118,000 CAD per year / $98,400–$113,200 USD per year 

This role requires working onsite in our Dallas OR Cambridge office two days per week. If you’re more than an hour away, apply anyway we’re open to discussing options. 

Why You’ll Love Working Here   

• Unlimited paid time off – yeah, you read that right! We trust our employees to build their own version of balance so they can feel rejuvenated to bring their best every day.   

• Retirement savings support – we invest in your future with RRSP/401(k) matching at 100% up to 3%, because long-term security matters just as much as day-to-day balance. 

• Health benefits – this includes day one medical, dental, and vision options, life & disability insurance, & paid maternity and parental leave.  

• 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.   

• Participation in our equity program – we’d love for you to share in MealSuite's success as we continue to grow!   

• 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. Learn more about our values at  mealsuite.com/careers. 

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 [email protected]. 

MealSuite uses AI-assisted tools during parts of the hiring process, including screening and workflow automation. All final hiring decisions are made by people. 

This is a current vacancy, and we are actively hiring for this position.