Customer Success Manager

Job Details

Description

About Ready Foods

Ready Foods is an innovative and learning-focused food manufacturer dedicated to making our customers happy. We pride ourselves on our commitment to continuous improvement and delivering high-quality, innovative products backed by data, technology, and operational excellence. Our collaborative environment fosters creativity and teamwork, ensuring we stay ahead of industry trends and customer needs. Our vision is to become the preferred food manufacturer in our areas of business - helping our customers grow, adapt, and thrive in a rapidly evolving market.

Role Overview

We are seeking a proactive and tech-savvy Customer Success Manager to champion customer satisfaction, drive operational excellence, and foster long-term, profitable partnerships. This role is pivotal in enhancing the customer’s experience from onboarding through long-term growth.

You will leverage technology, data, and insights to guide your decisions, manage multiple projects, and work collaboratively across functions to deliver exceptional customer experiences. You will lead initiatives that ensure our customers achieve their goals while aligning with Ready Foods’ strategic objectives. Your curiosity and commitment to continuous improvement will drive mutually rewarding business outcomes.

Key Responsibilities

• Customer Relationship Management: Build and maintain strong relationships with customers from onboarding to legacy status, understanding their needs and ensuring their success with our products and services. Act as the primary source of information for issue resolution, data/insights, agreements and service levels/fulfillment. Host frequent check-in calls with key contacts and conduct business reviews to identify growth opportunities. It is estimated this role will manage up to twelve customers.
• Project Management: Lead cross-functional projects that improve customer outcomes and internal efficiencies. Manage multiple initiatives simultaneously, ensuring timely delivery and alignment with customer and business goals. This includes projects that improve information exchange (reporting), resolve quality claims, promotions, menu/item optimization, limited time offers (LTOs), and joint process improvement initiatives.
• Automation & Operational Efficiency: Identify opportunities to automate workflows and reporting processes to enhance responsiveness and reduce manual effort. Implement scalable solutions that improve information exchange, streamline claims resolution, and optimize menu and product offerings.
• Data-Driven Decision Making: Leverage analytics and customer usage data to anticipate needs, resolve issues proactively, ensure fulfillment and meet profitability targets. Develop key success metrics (e.g., satisfaction scores, reorder rates, resolution times). Create and maintain dashboards and reports that metrics. Present findings to stakeholders with recommended strategies for improvement. Use insights to build resilient systems that adapt to customer feedback and market changes.
• CRM Tool & Technology Proficiency: Effectively use CRM tool and have the skills to build out functions within CRM to manage customer interactions, track progress, and maintain accurate records. Ensure all customer information, contacts, and agreements are up to date and accessible to relevant teammates. Utilize CRM tools to manage customer interactions, maintain accurate records, and ensure visibility across teams. Champion the use of technology to enhance customer engagement and internal collaboration.
• Cross-Functional Collaboration: Work closely with Marketing, Product Development, Supply Chain, QA and other teams to ensure seamless and consistent customer experience in every interaction and drive continuous improvement. Act as the voice of the customer in internal discussions, driving innovation and continuous improvement.
• Customer Feedback & Innovation: Design and implement feedback loops, including surveys, interviews and regular check-ins to capture the customer voice. Translate feedback into actionable insights that inform product development and service enhancements.
  
  

Qualifications

• Bachelor’s degree in business, Marketing, Hospitality or a related field.
• 5 - 7 years experience in customer success, account management or sales enablement.
• Strong analytical skills and the ability to use data to drive decisions.
• Proficiency in CRM platforms (e.g., Salesforce, HubSpot) and data tools (e.g., Power BI)
• Experience with reporting and dashboards.
• Experience with digital engagement tools and automation platforms.
• Excellent communication, project management, and stakeholder engagement skills
• Proven ability to lead cross-functional initiatives and drive measurable results.
  
  

Why Join Us

• Be part of an innovative and learning-focused company that values customer and employee happiness.
• Work in a dynamic environment that fosters creativity and teamwork.
• Collaborate with an enthusiastic, cross-functional team that values creativity and continuous improvement.
• Contribute to the success of high-quality, innovative food products.
• Work with leading food brands and help shape the future of their menus, recipes and operations.
• Grow your career in a fast-paced, customer-obsessed environment.