# Customer Success Manager, Meal Programs
**Company:** [ezCater](https://hotfix.jobs/companies/ezcater)
**Location:** Remote
**Salary:** $95K-$130K
**Experience:** 5+ years
**Skills:** Salesforce, Customer Success, Account Management, Retention, Churn Reduction, B2B SaaS, Cross-Functional Collaboration, Data Analysis, Relationship Building, AI Tools
**Posted:** 2026-06-22
> Own retention and reduce churn for high-value Meal Program accounts. Build trusted customer relationships, monitor risk signals, execute retention plans, and partner cross-functionally to protect GMV.
## Job Description
## What You'll Do

- Own retention for a book of high-value Meal Program accounts, with a focus on protecting GMV and reducing preventable churn.
- Build strong, trusted relationships with customer admins and key stakeholders so ezCater has an active partner inside each account.
- Serve as the primary day-to-day partner for your accounts after AE handoff, helping customers get ongoing value from their Meal Program and ensuring they have a smooth, reliable experience.
- Proactively monitor churn signals surfaced through reporting, customer behavior, support interactions, and partner feedback, and take action before an account is lost.
- Create and execute account-level retention plans for Meal Program customers, including outreach, business reviews, training, and coordination across internal teams.
- Partner closely with Enterprise Support, Sales Ops, Marketing, Product, and Operations to surface patterns, close feedback loops, and improve the customer experience.
- Escalate service, delivery, restaurant variety, and order accuracy issues quickly and drive cross-functional follow-through when those issues put retention at risk.
- Document customer goals, pain points, risk factors, and next steps clearly in our systems so account context is visible and actionable.
- Identify expansion opportunities when they arise, and pull in the Meal Program Account Executive to lead expansion conversations and close additional business.
- Help refine the playbooks, signals, and operating model for how ezCater retains and grows its most valuable Meal Program customers over time.
- Use AI in your day-to-day work to identify risk patterns faster, personalize outreach more efficiently, summarize customer feedback, and surface next best actions, while applying strong judgment and maintaining a high-quality customer experience.

## What You Have

- 5+ years of experience in customer success, account management, retention, or consultative sales, ideally in a B2B, SaaS, marketplace, or service-driven environment.
- Proven success managing a book of business and building strong customer relationships that improve retention and reduce churn.
- Experience identifying risk signals, prioritizing accounts, and executing proactive outreach plans with urgency and sound judgment.
- A strong sense of ownership and accountability for customer outcomes and revenue retention.
- Excellent communication and relationship-building skills, with the ability to earn trust across a range of customer stakeholders.
- Comfort working cross-functionally with sales, support, operations, and product teams to solve problems and improve the customer experience.
- Strong organizational skills and attention to detail, with the ability to manage multiple accounts, priorities, and follow-ups at once.
- A data-informed mindset and the ability to translate account signals and customer feedback into action.
- Experience using Salesforce to manage account activity, document insights, and maintain account hygiene.
- A “figure it out” mentality that drives you to take ownership in the face of ambiguity. You’re not afraid to fail and do better the next time.
- Ability to travel up to 5 days per quarter for Together Weeks, team gatherings and other events, when applicable.

## Compensation

- The national total target cash compensation range for this position, including base salary and bonus target, is $95,000–$130,000 annually.
**Apply:** https://hotfix.jobs/jobs/customer-success-manager-meal-programs-at-ezcater-437bd41d-ba65-4295-870c-6e183808c708
**Canonical:** https://hotfix.jobs/jobs/customer-success-manager-meal-programs-at-ezcater-437bd41d-ba65-4295-870c-6e183808c708