What are the responsibilities and job description for the Customer Success Manager position at Foodee?
Are you passionate about local food culture? We’re Foodee, a team of food experts who believe the quality of food matters. We help corporations spread the power of good food by curating menus from top local restaurants and deliver them to your office.
We’re looking for a Customer Success Manager based remotely in the Greater Vancouver area or San Francisco/Silicon Valley area, who is extremely motivated to drive value for our clients across the west coast. At Foodee, the Customer Success Manager's objective is to build excellent relationships with ideal clients by growing your book of business through demonstrating value, uncovering additional revenue opportunities, product adoption and client engagement. The ideal candidate will be based in the Greater Vancouver area or San Francisco/Silicon Valley, working PST hours. We will not be offering sponsorship or relocation for this role.
Key Responsibilities:
- Understand Foodee’s ideal client profile and customer journey through the product
- Develop value-based relationships with clients and establish regular contact and coverage, including creating and presenting QBRs
- Own the post-sales customer journey
- Identify and interpret customer health metrics to identify clients who are at risk
- Take early action and drive problem solving and risk mitigation strategies by engaging cross functional partners to improve client health scores and minimize churn
- Support clients through multiple channels (email and phone)
- Maximize user adoption of Foodee’s product by engaging with all necessary stakeholders in an account
- Provide customer feedback to other internal teams, with a focus on technical insights for the product team
- Identify opportunities for expansion by cross-selling into an account through additional product features
- Nurture client advocacy for Foodee through referrals and testimonials
- Develop excellent technical knowledge of Foodee’s platform through ongoing product training
Required Skillset/Experience:
- 3 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
- Proven track record of revenue growth within a 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 Interpret Basic Customer Data
- Proficient in using Salesforce Sales Cloud/Service Cloud software
- Ability to travel in market up to 10% of the year
- Nice to Have: Experience in B2B or SAAS Sales
- Nice to Have: Hospitality Experience and/or Start Up experience
Direct Reports: None
Reports to: Director of Success
Foodee Perks:
- Paid statutory holidays
- Work-from-home flexibility
- Monthly health & wellness stipend
- Paid time off, including sick, vacation & quality of life days
- Extended health care benefits
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.