Senior Customer Success Manager

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Take ownership of strategic relationships for a designated portfolio of high-value clients throughout North America.

• Establish multi-threaded connections with customer stakeholders, including senior and executive levels.

• Create and uphold customer success plans that align with client objectives.

• Facilitate regular Strategic Business Reviews to showcase customer value.

• Organize in-person strategic meetings with customers when appropriate.

• Represent the voice of the customer within Nutritics.

• Track customer health through usage, engagement, relationship, and commercial metrics in ClientSuccess.

• Actively identify and address retention risks.

• Develop retention strategies for at-risk clients and coordinate action plans to mitigate issues.

• Keep track of renewal dates, sentiment, risks, and dependencies.

• Spot opportunities for adoption, expansion, and cross-selling, collaborating with Account Management/Sales.

• Work alongside Account Management and Finance regarding renewals, contracts, billing, and notice periods.

• Collaborate across Customer Engagement, Account Management, Sales, Product, Solutions, and Finance teams.

• Provide insights on significant customer activities, risks, successes, and strategic initiatives.

• Gather and relay customer feedback and emerging needs.

• Maintain precise customer records, success plans, health status, risks, actions, and interactions in ClientSuccess and other systems.

• Offer senior-level Customer Success support and escalation coverage for UK and international clients during North American hours.

• Assist colleagues with intricate customer situations, relationship strategies, and retention challenges.

• Share best practices and aid in the onboarding, coaching, and development of fellow CSMs.

• Contribute to Customer Success processes, playbooks, Success Cycles, and operational methodologies.

• Provide customer and market insights to the Director of Customer Success & Engagement and Customer Experience leadership.

• Assist in shaping Nutritics’ Customer Success strategy in North America.

⛳️ Requirements

• A minimum of 5 years of experience in high-touch Customer Success, Customer Success, or Strategic Account Management roles is required.

• Demonstrated success in driving retention, renewals, and expansion within a customer portfolio.

• Outstanding ability to build, navigate, and sustain multi-threaded relationships with stakeholders at all levels, including senior executives.

• Excellent communication and interpersonal abilities.

• Strong conflict resolution and problem-solving skills.

• Capacity to take initiative and ensure follow-through.

• Strong organizational skills with the capability to prioritize effectively.

• Ability to manage multiple tasks concurrently.

• Experience in the food tech, hospitality, or catering industries is highly valued but not essential.

• Eligibility for remote work based in the US; strong preference for candidates located in or near Boston, MA.

• Availability to work 40 hours per week from Monday to Friday.

• Willingness to travel occasionally to meet with customers.

🏝️ Benefits

• Competitive Paid Time Off (PTO) policy.

• Training & Development Programs.

• Excellent work-life balance policies, including summer hours and enhanced parental leave options.

• Generous personal Health & Wellbeing allowance.

• Competitive base salary along with a comprehensive benefits package.

• Extensive Health, Dental, and Vision insurance plans.

• Life and Disability insurance.

• 401(k) retirement plan with company matching.

• Corporate Travel insurance.

• Unmatched opportunities for a rewarding and diverse career path, with progression opportunities across Customer Engagement, Customer Success, and the broader Customer Experience organization.

• Access to a knowledgeable and experienced peer group.

• Occasional travel to meet with customers.