Senior Customer Success Manager at Nutritics

Job description

About Nutritics Nutritics is redefining how hospitality and foodservice businesses operate. We give organisations complete clarity and control over their food, menus, supply chains, and environmental impact. Trusted by 500+ customers worldwide, from contract caterers and restaurant groups to healthcare and education providers, we are the platform of choice for businesses that take food data seriously. Backed by PE investment, we're scaling rapidly across UK&I and entering the US market. Our ambition: to become the world's most trusted food information platform. This is a pivotal hire as Nutritics embarks on its next transformational step as we continue to scale in the UK & grow into the United States. As a Senior Customer Success Manager, you will own strategic relationships with a portfolio of Nutritics customers across North America, ensuring they realise measurable and ongoing value from our solutions. You will build trusted, multi-threaded relationships, understand customers' strategic objectives, drive adoption and value realisation, proactively manage customer health and retention risk, and identify opportunities for growth. As one of our senior Customer Success representatives in North America, you will also play an important role in shaping our customer experience in the region, sharing market and customer insight with the wider business and supporting the continued development of our global Customer Success function. Main Responsibilities 1. Strategic Customer Relationships & Value • Own the strategic relationship for an assigned portfolio of high-value customers, developing a deep understanding of their business objectives, priorities and measures of success. • Build strong, multi-threaded relationships across customer organisations, identifying key stakeholders, decision-makers, champions and potential detractors. • Establish trusted relationships with senior and executive stakeholders, introducing Nutritics Executive Sponsors where appropriate. • Develop and maintain customer success plans that align Nutritics solutions with customer objectives and clearly demonstrate value. • Lead regular Strategic Business Reviews with customers, using customer objectives, adoption, usage and outcomes to demonstrate value and agree future priorities. • Where appropriate, conduct in-person strategic customer meetings to strengthen relationships and alignment. • Act as the voice of the customer within Nutritics while representing Nutritics confidently and credibly to the customer. 2. Customer Health, Retention & Growth • Own customer health across the assigned portfolio, using objective usage, engagement, relationship and commercial indicators within ClientSuccess, our Customer Success platform, to maintain an accurate view of account health. • Proactively identify changes in customer health, adoption or sentiment and intervene before they develop into material retention risks. • Own retention strategies for at-risk customers, developing and coordinating clear mitigation plans across relevant internal teams. • Maintain clear visibility of renewal dates, customer sentiment, risks and dependencies to support strong renewal readiness. • Identify opportunities to increase adoption and value across existing customer organisations. • Map customer objectives and emerging needs against Nutritics solutions to identify qualified expansion and cross-sell opportunities, partnering with Account Management/Sales to progress commercial discussions. • Partner with Account Management and Finance on renewal, contractual, billing and notice-period matters as required. 3. Business Continuity & Team Mentorship • Work collaboratively across Customer Engagement, Account Management, Sales, Product, Solutions, Finance and other internal teams to ensure customer priorities, risks and opportunities are understood and appropriately actioned. • Provide clear visibility of significant customer activity, risks, successes and strategic initiatives to the wider business. • Capture and communicate customer feedback, recurring themes and emerging requirements to help inform product, service and customer experience improvements. • Ensure customer records, success plans, health status, risks, actions and key interactions are accurately maintained within ClientSuccess and other relevant systems. • Support continuity of service across our global customer base during North American working hours, providing senior Customer Success support and escalation coverage for UK and international customers where required. 4. Senior Team Contribution & Development • Act as a senior point of expertise within the Customer Success team, supporting colleagues with complex customer situations, relationship strategies and retention challenges. • Share best practice and support the onboarding, coaching and development of other CSMs through knowledge sharing and peer support. • Contribute to the development and continuous improvement of Customer Success processes, playbooks, Success Cycles and ways of working. • Maintain high standards of customer documentation, system hygiene and execution of agreed Customer Success processes, helping promote consistency across the wider team. • Provide customer and market insight to the Director of Customer Success & Engagement and wider Customer Experience leadership team to support strategic decision-making. • Contribute to the continued development of Nutritics' Customer Success approach in North America as the customer base and team grow. Career Progression and Development At Nutritics, growth is built into how we operate and we believe that the best way for our business to grow is for our people to grow. As we scale internationally with the backing of private equity investment, we create real opportunities for people to stretch their skills, take on new challenges, and shape the future of our platform and our industry. You can expect: • Impact and Recognition: Join a team delivering significant global growth where you can feel and see the direct impact of your individual contributions. • Expert Collaboration: Learn from working alongside an experienced management team and market leading clients around the world. • Structured Growth: Benefit from bi-annual performance reviews and a personalised career development plan tailored to your ambitions. • Mentorship and Coaching: Access ongoing support and opportunities to expand your responsibilities as the business scales. • Global Pathways: Take advantage of clear progression routes into senior leadership and specialist roles as we continue our international expansion. The Ideal candidate will have • 5+ years’ experience in high touch Customer Success, Customer Success or Strategic Account Management roles is essential. • A 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. • A love for working with people and finding out how they work. • 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. Most Importantly Nutritics is a people first business scaling at a world class pace, and we are looking for individuals who align with our five core values: Team First, Open Communication, No Ego, Integrity, and The Rocket . We take our mission seriously but don’t take ourselves too seriously, fostering a collaborative spirit where transparency, openness and results are valued over hierarchy. By joining us, you become part of an award winning culture that balances high speed international growth with a genuine commitment to the wellbeing and development of every team member. Compensation Range  Nutritics provides a range for base pay. Where you sit within it depends on factors including your job-related knowledge, skills, experience, education and training, location, and the scope of the role. Base salary: $115,000 – $145,000 per year OTE: $135,000 – $170,000 per year (base + commission) Working with Nutritics • 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. • Employment Status:This is a full time role; successful candidates will be hired through an Employer of Record (EOR), with employment terms, payroll, and compliance managed by the EOR in accordance with local regulations. Location and Hours of Work Our weekly hours of work are 40 covering Monday to Friday. Remote (US based, with a strong preference for candidates based in or near Boston, MA). Travel: occasional travel will be required to meet with customers. Nutritics values diversity, belonging and equal employment opportunities. We encourage individuals from all backgrounds to apply.

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Must-haves

About Nutritics
Backed by PE investment, we're scaling rapidly across UK&I and entering the US market. Our ambition: to become the world's most trusted food information platform.
This is a pivotal hire as Nutritics embarks on its next transformational step as we continue to scale in the UK & grow into the United States.
Main Responsibilities
Build strong, multi-threaded relationships across customer organisations, identifying key stakeholders, decision-makers, champions and potential detractors.
Establish trusted relationships with senior and executive stakeholders, introducing Nutritics Executive Sponsors where appropriate.
Develop and maintain customer success plans that align Nutritics solutions with customer objectives and clearly demonstrate value.
Lead regular Strategic Business Reviews with customers, using customer objectives, adoption, usage and outcomes to demonstrate value and agree future priorities.
Where appropriate, conduct in-person strategic customer meetings to strengthen relationships and alignment.
Act as the voice of the customer within Nutritics while representing Nutritics confidently and credibly to the customer.
Proactively identify changes in customer health, adoption or sentiment and intervene before they develop into material retention risks.
Own retention strategies for at-risk customers, developing and coordinating clear mitigation plans across relevant internal teams.
Maintain clear visibility of renewal dates, customer sentiment, risks and dependencies to support strong renewal readiness.
Identify opportunities to increase adoption and value across existing customer organisations.
Map customer objectives and emerging needs against Nutritics solutions to identify qualified expansion and cross-sell opportunities, partnering with Account Management/Sales to progress commercial discussions.
Partner with Account Management and Finance on renewal, contractual, billing and notice-period matters as required.
Provide clear visibility of significant customer activity, risks, successes and strategic initiatives to the wider business.
Capture and communicate customer feedback, recurring themes and emerging requirements to help inform product, service and customer experience improvements.
Ensure customer records, success plans, health status, risks, actions and key interactions are accurately maintained within ClientSuccess and other relevant systems.
Support continuity of service across our global customer base during North American working hours, providing senior Customer Success support and escalation coverage for UK and international customers where required.
Senior Team Contribution & Development
Act as a senior point of expertise within the Customer Success team, supporting colleagues with complex customer situations, relationship strategies and retention challenges.
Share best practice and support the onboarding, coaching and development of other CSMs through knowledge sharing and peer support.
Contribute to the development and continuous improvement of Customer Success processes, playbooks, Success Cycles and ways of working.

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Effort: medium

Benefits

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Dental

Vision

401(K)

Pto

Paid Time Off