Customer Success Manager, Partner Accounts

Meal Ticket is hiring a Customer Success Manager to own a portfolio of MarketMan customers acquired through or integrated with a key partner platform. The role drives adoption, engagement, retention, and value realization while coordinating with partner teams and internal groups to resolve issues and improve the joint customer experience.

Responsibilities:

• Partner Portfolio Ownership: Own a dedicated book of customers acquired through or integrated with a key partner platform, acting as their main point of contact and advocate across both products
• Driving Adoption: Get customers using MarketMan properly and consistently, with particular focus on the workflows that span both systems. Depth of use, not just activation
• Integration Fluency: Become the go-to expert on how the partner integration behaves day to day: what syncs, what does not, where customers commonly get stuck, and how to get them unstuck quickly
• Health and Risk Management: Monitor health scores, usage and engagement signals across your book. Act early on declining adoption and surface at-risk accounts to the commercial owner with enough context and lead time to act on
• Value Realization: Connect platform usage to business outcomes the operator actually cares about (food cost percentage, waste, stock accuracy, time saved) and make that visible in reviews and check-ins
• Business Reviews: Run regular reviews that show customers where they are winning, where they are leaking value, and what to do about it next quarter
• Partner Collaboration: Work alongside the partner’s own success and support teams to resolve shared customer issues, align on joint accounts, and make the combined experience feel like one product, not two vendors
• Feedback and Product Advocacy: Gather customer and integration feedback, and make sure the realities of the joint workflow reach our Product and Partnerships teams
• Reporting: Track and report on adoption, engagement, health and retention across your portfolio, contributing to team-level retention goals
• Additional Tasks: Complete projects or additional work supporting the Customer Success organisation as directed by leadership

Requirements:

• 1–3 years as a Customer Success Manager in a SaaS environment, with hands-on experience owning a customer portfolio and accountability for adoption and retention
• Comfortable with integrated software environments
• You can understand how two systems exchange data, explain it plainly to a non-technical user, and work out where a problem actually sits
• A proactive, analytical approach to spotting and resolving issues before customers escalate them, particularly where the cause sits between two platforms
• Excellent verbal and written communication, with the ability to hold structured, outcome-focused conversations with operators and with partner counterparts
• Able to read usage and performance data, interpret what it means for a specific business, and turn it into a clear recommendation
• A customer-centric mindset and a genuine interest in helping hospitality operators succeed in a demanding, time-poor environment
• Able to work collaboratively across Onboarding, Support, Partnerships, Expansion and Product, and with external partner teams
• Familiarity with CRM and Customer Success platforms (e.g. Salesforce, HubSpot, Gainsight)
• you must reside in one of the following states to qualify for this role - AZ, CT, FL, GA, ID, IN, KS, MI, MO, NC, NH, OH, PA, SC, TN, TX, VA
• Experience in the hospitality, restaurant or inventory management space
• experience working with or alongside a technology partner or channel
• a strong understanding of the challenges faced by operators in these industries