Role Overview:
We’re seeking an experienced Head of Customer Success to join our team at MealMe. If you excel at managing B2B accounts, leading a team, fostering strong client relationships, and working closely with the engineering team, this role is perfect for you. As the Head of Customer Success, you will be responsible for overseeing the success and satisfaction of our business clients, ensuring they achieve their goals through effective use of MealMe's services. Your leadership skills, strategic thinking, and ability to communicate effectively across teams will be key to your success in this role.
Key Responsibilities:
Metrics
- Customer retention and growth: Monitor and drive retention rates, renewal rates, and upsell opportunities to ensure continuous revenue growth.
- Customer satisfaction: Track Net Promoter Score (NPS), Customer Satisfaction (CSAT), and other relevant metrics to gauge client satisfaction and loyalty.
- Product adoption: Measure and analyze how effectively clients are utilizing MealMe’s services to drive business outcomes.
- Team performance metrics: Set KPIs for the Customer Success team, ensuring they meet performance goals and deliver outstanding service.
Management
- Team leadership: Manage and mentor the Customer Success team, fostering a culture of client-focused excellence.
- Cross-functional collaboration: Work closely with engineering, sales, and product teams to ensure smooth onboarding, ongoing support, and product improvements.
- Client relationships: Build strong relationships with key accounts, acting as a trusted advisor and ensuring clients achieve their business objectives.
- Strategic planning: Develop and implement strategies to optimize customer success initiatives, improve processes, and drive business outcomes.
- Account Management:
- Serve as the primary point of contact for B2B clients, ensuring their satisfaction and success with MealMe’s services.
- Develop and maintain strong, long-term relationships with clients, understanding their business goals and challenges.
- Proactively identify opportunities for clients to leverage MealMe’s offerings for maximum impact.
Client Onboarding and Training:
- Guide new clients through the onboarding process, ensuring a smooth and positive experience.
- Provide comprehensive training to clients on how to use MealMe’s platform effectively.
- Create and update training materials and documentation as needed.
Strategic Consultation:
- Conduct regular check-ins with clients to review their use of MealMe’s services, identify areas for improvement, and provide strategic recommendations.
- Collaborate with clients to develop and execute plans that drive their success and growth.
Coordination with Engineering Team:
- Work closely with the engineering team to communicate client needs, feedback, and issues.
- Prioritize and manage the resolution of technical issues, ensuring timely and effective solutions.
- Coordinate the implementation of new features and updates, ensuring they meet client requirements.
Performance Tracking and Reporting:
- Monitor client usage and performance metrics to ensure they are achieving their goals.
- Provide clients with regular reports and insights on their performance and usage.
- Use data to identify trends, areas for improvement, and opportunities for growth.
Customer Advocacy:
- Act as the voice of the customer within MealMe, advocating for their needs and interests.
- Gather and relay client feedback to help drive product development and improvement.
- Develop case studies and testimonials showcasing client success stories.
Risk Management:
- Identify and address potential risks to client satisfaction and retention.
- Develop and implement strategies to mitigate risks and address client concerns proactively.
Qualifications:
- Bachelor’s degree in Business, Marketing, or a related field.
- 5+ years of experience in customer success, account management, or a related role.
- Proven track record of managing and growing B2B accounts.
- Strong understanding of SaaS products and technology.
- Excellent communication, negotiation, and interpersonal skills.
- Ability to analyze data and derive actionable insights.
- Strong problem-solving skills and a proactive approach.
- Self-motivated, goal-oriented, and able to work independently.
- Enthusiasm for the food tech industry and a desire to drive client success.
Why Join MealMe, Inc.:
- Be a key player in shaping the future of food ordering technology with a forward-thinking company.
- Work with a passionate and talented team dedicated to making a significant impact.
- Competitive salary, benefits, and equity packages.
- Flexible work environment with opportunities for remote work.
- Plenty of opportunities to unleash your creativity