Senior Customer Success Manager

🕒 Outubro 30

🍂 Massachusetts – Remoto

🍂 Massachusetts – Remote

💵 $115.000 - $145.000 / ano

⏰ Tempo Integral

🟠 Sênior

🏆 Sucesso do Cliente

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Nutritics

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2013

☁️ SaaS

🍽️ Alimentos e Bebidas

🏨 Hospitalidade

🔥 Investimento no último ano

💰 GROWTH EQUITY VC em 2026-01

SaaS • Food & Beverage • Hospitality

A Nutritics é uma empresa de software que oferece uma plataforma baseada em nuvem para gestão de dados de alimentos e publicação digital. Sua plataforma centraliza a gestão de receitas e cardápios, a análise nutricional e de alergênicos, a rotulagem de alimentos, o pedido de refeições, as integrações com fornecedores e o cálculo da pegada de carbono (Foodprint), com um banco de dados de alimentos que reúne mais de 1,5 milhão de itens e uma REST API para integrações. A Nutritics é utilizada por clientes dos setores de hospitalidade, alimentação, saúde e educação — incluindo restaurantes, empresas de catering, hospitais, universidades, nutricionistas e especialistas em nutrição esportiva — para melhorar a segurança dos alimentos e a conformidade, reduzir custos e mão de obra, publicar cardápios acessíveis e mensurar o impacto ambiental.

Descrição

• Own strategic relationships for an assigned portfolio of high-value customers across North America. • Build multi-threaded relationships with customer stakeholders, including senior and executive stakeholders. • Develop and maintain customer success plans aligned with customer objectives. • Lead regular Strategic Business Reviews and demonstrate customer value. • Conduct in-person strategic customer meetings where appropriate. • Act as the voice of the customer within Nutritics. • Monitor customer health using usage, engagement, relationship and commercial indicators in ClientSuccess. • Proactively identify and mitigate retention risks. • Own retention strategies for at-risk customers and coordinate mitigation plans. • Maintain visibility of renewal dates, sentiment, risks and dependencies. • Identify adoption, expansion and cross-sell opportunities and partner with Account Management/Sales. • Partner with Account Management and Finance on renewal, contractual, billing and notice-period matters. • Collaborate across Customer Engagement, Account Management, Sales, Product, Solutions and Finance. • Provide visibility of significant customer activity, risks, successes and strategic initiatives. • Capture and communicate customer feedback and emerging requirements. • Maintain accurate customer records, success plans, health status, risks, actions and interactions in ClientSuccess and other systems. • Provide senior Customer Success support and escalation coverage for UK and international customers during North American working hours. • Support colleagues with complex customer situations, relationship strategies and retention challenges. • Share best practices and support onboarding, coaching and development of other CSMs. • Contribute to Customer Success processes, playbooks, Success Cycles and ways of working. • Provide customer and market insight to the Director of Customer Success & Engagement and Customer Experience leadership. • Help develop Nutritics’ Customer Success approach in North America.

🎯 Requisitos

• 5+ years’ experience in high touch Customer Success, Customer Success or Strategic Account Management roles is essential. • Proven track record of driving retention, renewals and expansion across a portfolio of customers. • Exceptional capability to construct, navigate, and maintain multi-threaded relationships with stakeholders at every level, including senior leaders. • Excellent communication and interpersonal skills. • Good conflict resolution and problem-solving skills. • Ability to take ownership and follow-through. • Strong organisational skills with the ability to prioritise. • Ability to handle multiple tasks at the same time. • Experience within the food tech, hospitality, or catering sectors is highly desirable but not mandatory. • Remote, US-based work eligibility; strong preference for candidates based in or near Boston, MA. • Availability to work Monday to Friday, 40 hours weekly. • Occasional travel to meet with customers.

🏖️ Benefícios

• Competitive Paid Time Off (PTO) policy. • Training & Development Programmes. • Excellent work life balance policies - Summer hours, Enhanced parenting leave options etc. • Generous personal Health & Wellbeing allowance. • Competitive base salary, and comprehensive benefits package. • Comprehensive Health, Dental, and Vision insurance plans. • Life and Disability insurance. • 401(k) retirement plan with company match. • Corporate Travel insurance. • Unparalleled opportunities to a rewarding & diverse career path - progression opportunities across Customer Engagement, Customer Success and the wider Customer Experience organisation. • An experienced knowledgeable peer group. • Occasional travel to meet with customers.

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