Customer Success Manager, Meal Programs (Remote)

ezCater is the #1 food tech platform for workplaces in the US, providing flexible and scalable solutions for managing food needs. They are seeking a Customer Success Manager to own retention for high-value Meal Program accounts, focusing on building strong customer relationships and proactively identifying churn risks.

Responsibilities:

• Own retention for a book of high-value Meal Program accounts, with a focus on protecting GMV and reducing preventable churn
• Build strong, trusted relationships with customer admins and key stakeholders so ezCater has an active partner inside each account
• Serve as the primary day-to-day partner for your accounts after AE handoff, helping customers get ongoing value from their Meal Program and ensuring they have a smooth, reliable experience
• Proactively monitor churn signals surfaced through reporting, customer behavior, support interactions, and partner feedback, and take action before an account is lost
• Create and execute account-level retention plans for Meal Program customers, including outreach, business reviews, training, and coordination across internal teams
• Partner closely with Enterprise Support, Sales Ops, Marketing, Product, and Operations to surface patterns, close feedback loops, and improve the customer experience
• Escalate service, delivery, restaurant variety, and order accuracy issues quickly and drive cross-functional follow-through when those issues put retention at risk
• Document customer goals, pain points, risk factors, and next steps clearly in our systems so account context is visible and actionable
• Identify expansion opportunities when they arise, and pull in the Meal Program Account Executive to lead expansion conversations and close additional business
• Help refine the playbooks, signals, and operating model for how ezCater retains and grows its most valuable Meal Program customers over time
• Use AI in your day-to-day work to identify risk patterns faster, personalize outreach more efficiently, summarize customer feedback, and surface next best actions, while applying strong judgment and maintaining a high-quality customer experience

Requirements:

• 5+ years of experience in customer success, account management, retention, or consultative sales, ideally in a B2B, SaaS, marketplace, or service-driven environment
• Proven success managing a book of business and building strong customer relationships that improve retention and reduce churn
• Experience identifying risk signals, prioritizing accounts, and executing proactive outreach plans with urgency and sound judgment
• A strong sense of ownership and accountability for customer outcomes and revenue retention
• Excellent communication and relationship-building skills, with the ability to earn trust across a range of customer stakeholders
• Comfort working cross-functionally with sales, support, operations, and product teams to solve problems and improve the customer experience
• Strong organizational skills and attention to detail, with the ability to manage multiple accounts, priorities, and follow-ups at once
• A data-informed mindset and the ability to translate account signals and customer feedback into action
• Experience using Salesforce to manage account activity, document insights, and maintain account hygiene
• A 'figure it out' mentality that drives you to take ownership in the face of ambiguity. You're not afraid to fail and do better the next time
• Ability to travel up to 5 days per quarter for Together Weeks, team gatherings and other events, when applicable