Meal Ticket · 12 hours ago
Customer Success Manager [CSM], Distributor/Supplier
United States
Full-time
Remote
Mid Level
3+ years expMeal Ticket is a company focused on maximizing customer ROI through its product portfolio. The Customer Success Manager will serve as the primary point of contact for customers, driving growth and retention while managing renewals and providing strategic consultation.
Business IntelligenceFinanceMobileRestaurantsSaaSSoftware
Responsibilities
Collaborate closely with Sales and Implementation teams throughout the customer onboarding process to ensure a seamless transition into the customer journey, establishing relationships with key stakeholders before go-live
Build and maintain strong relationships with key stakeholders, conducting regular touchpoints and Quarterly Business Reviews (QBRs) to understand evolving needs and ensure satisfaction
Proactively monitor product usage and health scores through PlanHat to identify adoption gaps and facilitate full utilization of all available features and benefits
Monitor customer health indicators, identify at-risk accounts early, and execute proactive intervention strategies to prevent churn
Own the full renewal cycle for assigned accounts, initiating renewal conversations 90 days in advance and securing commitments within 60 days of contract expiration
Execute annual price increases in accordance with contract terms, leading value-based conversations that articulate ROI and justify investment
Develop and implement retention playbooks for at-risk accounts, collaborating with cross-functional teams to resolve customer concerns and demonstrate ongoing value
Proactively identify churn indicators and execute save strategies, escalating appropriately when executive engagement is required
Help customers achieve their defined success goals by demonstrating how Meal Ticket solutions solve their operational challenges and deliver measurable business outcomes
Clearly communicate benefits and ROI through regular business reviews, case studies, and success metrics tailored to each customer's objectives
Identify and qualify opportunities for customers to expand their use of products, additional locations, or premium services, partnering with Sales and Professional Services teams
Identify opportunities for customers to benefit from additional Meal Ticket products across the operator, distributor, and supplier ecosystem
Champion customer needs within the organization by systematically capturing and communicating enhancement requests, product feedback, and feature priorities to Product teams
Gather, document, and analyze customer feedback through structured VOC processes, ensuring customer perspectives inform product roadmap decisions
Support Customer Advisory Board initiatives by identifying and nominating strategic customers for participation
Cultivate customer advocates willing to participate in references, case studies, testimonials, and industry events
Develop and maintain strategic account plans for high-value (A/B tier) accounts, documenting customer goals, success milestones, and risk factors
Maintain accurate customer records in Salesforce and Planhat, ensuring data integrity for health scores, renewal dates, and engagement history
Track and report on key success metrics including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), customer health scores, and CSAT
Partner effectively with Sales, Support, Implementation, Professional Services, and Product teams to deliver seamless customer experiences
Qualification
Required
3+ years in Customer Success, Account Management, or related customer-facing role in B2B SaaS environment
Demonstrated experience managing contract renewals, price negotiations, and retention strategies
Excellent verbal and written communication skills with the ability to present to executive stakeholders
Strong analytical and problem-solving abilities with a proactive approach to addressing customer issues
Ability to quickly learn and understand complex software platforms and translate technical concepts for diverse audiences
Genuine passion for helping customers succeed with empathy and consultative approach
Proven ability to work effectively with cross-functional teams in a fast-paced environment
Preferred
Experience in foodservice, restaurant technology, or supply chain industries
Familiarity with Customer Success platforms (Planhat, Totango, Gainsight, or similar)
Experience with Salesforce CRM
Track record of achieving retention and expansion targets
Multi-language capabilities (Spanish, French, or other) a plus
Company
Meal Ticket
Meal Ticket offers a software platform that provides actionable BI for food manufacturers and distributors.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$2.98M2015-07-15Series A· $0.67M
2014-11-17Series A· $0.47M
2014-01-02Series A· $0.56M
Leadership Team
B
Brian Konrath
Chief Technology Officer
Recent News
MandASoft
2022-01-20
2022-01-13
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