What are the responsibilities and job description for the Customer Success Manager position at Lish?
ABOUT THE JOB
The Customer Success Manager (CSM) is the face of Lish for all of our catering client accounts, and is responsible for acting as a trusted advisor and facilitating all aspects of our client’s office meal programs. You will work strategically to ensure that our clients maximize the value of our services, mitigate churn, and provide a best-in-class client experience.
You will be responsible for gathering catering client feedback to understand client wants and needs, and will take initiative to advocate for improved experiences for our customers. You will drive initiatives with our Operations, Product, and Sales team to retain and upsell our customer base.
This is a full-time salaried role reporting to the Chief Operating Officer at our office in Seattle.
KEY RESPONSIBILITIES:
- Manage Overall Customer Experience: Manage the portfolio of Lish catering subscribers as their primary point of contact and trusted advisor, engaging with clients strategically designing and administering an office meal program that enhances employee happiness and workplace culture. Partner cross-functionally with other Lish teams to organize internal resources to continuously improve customer experience. Manage the day-to-day menu planning and review.
- Customer Communication: Manage communications with accounts to ensure top quality service, maintaining regular proactive outreach, developing relationships with key stakeholders, handle customer escalations and complaints.
- Revenue Retention and Expansion: Hit revenue and retention goals consistently. Define success for each account, and develop data-based insights to understand potential revenue opportunities and risks, develop strategies to capture those opportunities or mitigate risks, and own the outcome
- New Client Onboarding: Use the Lish process to onboard new clients. Work closely with leadership and operations to ensure that new clients get an excellent experience from day 1.
- Customer Billing and Cost Management: Manage client payments, invoicing, and discounts. Strategically work to reduce costs to Lish and outstanding payments.
- Teamwork and Metrics: Develop and roll out best-in-class scalable processes for ongoing efficiency and effectiveness improvements. Provide a clear view of customer success metrics to the full Lish team.
ABOUT YOU
You are driven by our core values, especially Customer Obsession. You are an effective communicator and a team player. You are a foodie who is passionate about creating amazing customer experiences and delivering best-in-class customer service. You thrive in a fast paced environment and love to continuously improve process to operate efficiently. You have a data-driven approach to decision making and are focused on metrics that matter.
REQUIREMENTS
- 2 years customer facing experience in a similar role (account management, customer success management, account executive, etc.)
- 4-year college degree from an accredited college or equivalent experience
- Excellent written and verbal communication skills
- Proven experience with building relationships and managing revenue retention and growth
- Demonstrated outstanding attention to detail, ownership, and follow-through
- Consistent record of achieving individual and team metrics
- Experience with CRM tools is a plus
- Passion for and knowledge of food and hospitality is a plus, as is experience with menus and familiarity with ingredients, dietary restrictions and allergens.
- Previous success in a high-growth startup or in the food and catering industry is a plus, but not required
BENEFITS/PERKS
- Competitive pay
- Health, Dental & 401(k) benefits
- Open vacation policy
- Work with an amazing, talented, and dedicated team
- Frequent free chef-made food!
Job Type: Full-time
Job Type: Full-time
Pay: $50,000.00 - $70,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Compensation package:
- Bonus opportunities
Schedule:
- Monday to Friday
Education:
- Bachelor's (Required)
Ability to Relocate:
- Seattle, WA 98134: Relocate before starting work (Required)
Work Location: In person
Salary : $50,000 - $70,000