Senior Customer Success Manager

🔥 7 hours ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $115k - $145k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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Nutritics

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2013

☁️ SaaS

🍽️ Food & Beverage

🏨 Hospitality

🔥 Funding within the last year

💰 GROWTH EQUITY VC on 2026-01

SaaS • Food & Beverage • Hospitality

Nutritics is a software company offering a cloud-based platform for food data management and digital publishing. Its platform centralizes recipe and menu management, nutrition and allergen analysis, food labelling, meal ordering, supplier integrations and carbon-footprint calculation (Foodprint), with a food database of over 1. 5 million items and a REST API for integrations. Nutritics is used by hospitality, food service, healthcare and education customers (restaurants, caterers, hospitals, universities, dietitians and sports nutritionists) to improve food safety and compliance, reduce costs and labor, publish accessible menus, and measure environmental impact.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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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