Customer Success Manager

About the Company

MealSuite develops end-to-end foodservice technology for healthcare and senior living providers. Its platform is built to help care teams improve dining experiences while reducing manual effort, supporting smoother operations and better resident satisfaction. The organization is expanding quickly and focuses on solving important problems that affect patient and resident care in a collaborative setting that also supports learning and innovation.

About the Role

The Customer Success Manager will be responsible for managing customer relationships across the full lifecycle and helping clients realize value from the platform. This role suits someone who is strategic, relationship-driven, and deeply focused on customer outcomes. Reporting to the Manager of Customer Success, the person in this role will coach customers, support adoption, help them meet business goals, and identify opportunities for growth. Success in this position requires strong customer empathy, confidence in conversations with senior stakeholders, and a solid understanding of the company’s solutions.

Qualifications

• 2 to 3 years of background in Customer Success, Account Management, or another client-facing role
• 1 to 2 years of experience creating shared goals with customers and tracking progress against them
• Prior work in a SaaS setting
• Exposure to senior-living technology or nutrition-related technology is an advantage
• Familiarity with customer success tools such as Gainsight, ChurnZero, or Totango is an advantage
• Working knowledge of customer success frameworks, methods, and best practices
• Strong understanding of MealSuite products and services is preferred
• Ability to build trust and credibility with senior and executive-level stakeholders
• Strong communication, analytical thinking, and problem-solving ability
• High initiative, urgency, and motivation to deliver results
• Comfort working in a fast-moving environment with shifting priorities
• Willingness to travel around 30% of the time and hold a valid passport without restrictions

Responsibilities

• Build and maintain strong customer relationships through regular contact with key decision-makers, with the goal of increasing long-term customer value
• Create and oversee detailed success plans that define objectives, success measures, risks, and potential blockers
• Run business reviews on a regular basis using the Value Realization framework to measure progress and demonstrate impact
• Serve as a trusted partner by advising customers on solutions, best practices, and training based on their needs
• Monitor account health proactively, highlight expansion potential, and escalate warning signs or risks when needed
• Partner with Sales to identify and manage Customer Success Qualified Leads for expansion
• Guide customers smoothly from onboarding and implementation into ongoing success management
• Act as the main contact for escalations and coordinate resolution with the right internal teams
• Represent the customer internally by sharing insights and recommendations that improve outcomes and experience
• Increase product adoption by setting usage goals, encouraging engagement, and delivering continuous training

Benefits

• Unlimited paid time off to help support work-life balance
• Retirement savings support through RRSP/401(k) matching at 100% up to 3%
• Health coverage from day one, including medical, dental, and vision benefits
• Life insurance and disability coverage options
• Paid maternity and parental leave
• Flexible hybrid setup that combines office collaboration with remote work
• Equity participation in the company’s growth and success
• Learning, development, and advancement opportunities
• Purpose-driven work in a community-oriented environment

Equal Opportunity

MealSuite promotes an inclusive workplace and offers equal employment opportunities to qualified candidates regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or other protected characteristics. Candidates from all backgrounds are encouraged to apply. If accommodations are needed during the application process, contact accommodations@mealsuite.com.