Customer Engagement Manager, Meal Programs (Remote)

ezCater is the #1 food tech platform for workplaces in the US, providing flexible solutions for managing food needs. They are seeking a Customer Engagement Manager to own retention for high value Meal Program accounts, focusing on building customer relationships and driving account retention.

Responsibilities:

• Manage a book of high value Meal Program accounts with full accountability for retention and GMV protection
• Serve as the primary point of contact and strategic partner for your accounts after AE handoff, building trusted relationships with account admins and key stakeholders so ezCater has an active partner inside each account
• Conduct regular business reviews (in person and virtually) with accounts to align on goals, surface value delivered, and identify opportunities to deepen the relationship
• Escalate to cross functional partners when service, delivery, restaurant variety, and order accuracy issues arise, coordinating across internal teams on behalf of the customer
• Maintain accurate, up-to-date account records in Salesforce — including stakeholder maps, account health, risk factors, and next steps — so context is always visible and actionable
• Help refine the playbooks, signals, and model for how ezCater retains its most valuable Meal Program customers over time
• Advocate internally for product and service improvements based on direct customer feedback and usage patterns
• Use AI tools in your day-to-day work to prioritize accounts, personalize outreach, 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 consultative sales, account management, strategic customer relationships, in a B2B, SaaS, marketplace, or service-driven environment
• Proven track record managing a book of business with accountability for retention
• Experience prioritizing accounts and executing proactive outreach plans with urgency and sound judgment
• Strong relationship-building skills with the ability to earn trust and influence across a range of customer stakeholders — from day-to-day admins to executive sponsors
• Comfort working cross-functionally with sales, support, operations, and product teams to solve problems and deliver for customers
• Strong organizational skills and attention to detail, with the ability to manage multiple accounts, priorities, and follow-ups at once
• A data-informed approach, with the ability to translate account signals and customer feedback into action
• Experience using Salesforce to manage account activity, document insights, track opportunities, 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
• Willingness to travel ~25% of the time
• Ability to travel up to 5 days per quarter for Together Weeks, team gatherings and other events, when applicable