Join a mission-based team in meaningful work to build a more sustainable future. We are currently hiring two CSM positions: one based in London, UK, and one based in US-Remote (near Portland OR preferred).
We have an immediate opportunity for a Customer Success Manager (CSM) to join our team and work in a fast-paced and exciting role that includes responsibilities spanning supporting program implementation, cultivating client relationships around the world, conducting trainings, analyzing data, creating reports, showcasing data-driven results, and contributing to our education and knowledge assets. Our CSMs are responsible for driving product usage, adoption, and waste reduction results.
The ideal candidate has:
- Alignment with Leanpath’s core values: humility, kindness, equity, excellence, teamwork, drive & productivity
- A passion for sustainability and reducing food waste
- Exceptional aptitude for analyzing quantitative and qualitative data
- Experience in data visualization and storytelling
- Skills in presentation, training delivery and training development
- Outstanding interpersonal skills and ability to adjust tone and content to relate effectively to customer, from front-line staff to management level
- Excellent verbal and written communication skills
- An affinity for helping others
- High level of project management and organizational skills
- Proven ability to work independently and manage projects
- A passion for continuous improvement and problem-solving
- Experience working with Customer Relationship Management (CRM) software and platforms
The CSM plays a significant role in customer success through the entire customer journey, from the initial hand-off from sales, through supporting a seamless customer onboarding experience, and guiding clients for complete program adoption, behavior change and waste reduction results. This CSM role develops and executes the delivery of tools and best practices to aid chef-leaders and management in analyzing food waste data, identifying root-causes of food waste, and fostering behavior change, with the goal of reducing food waste and improving the customer’s bottom line. Possessing the ability to employ data storytelling techniques to help communicate analytical findings in a way that corporate executives and business managers can easily understand is critical to success.
The CSM will be responsible for overseeing the customer journey for a group of clients, monitoring their progress and responding to program issues and questions. The CSM will assist in monitoring and reporting on the performance and compliance of all Leanpath programs across the Enterprise client base. In doing so, the CSM will effectively utilize internal systems to highlight and address any performance or compliance issues as well as to devise strategic segment- and industry-specific engagement campaigns and proactively communicate with sites. The CSM also provides front-line support and diagnosis on software or hardware issues that may impede the customer’s full use of the Leanpath solution, and coordinates with our support team as needed.
Training customers in the use of Leanpath products and services as well as implementation of Leanpath food waste prevention methods, either on-location or via web-based training platforms, is also a key part of this role. Ability to travel internationally is required.
Education/Experience
- Bachelor’s Degree (or equivalent)
- 1-2 years experience in a customer-facing role
- Experience working for a SaaS / data analytics company
- Presentation/training experience preferred
- Familiarity with corporate foodservice operations preferred
Knowledge/Abilities
- Experience conducting trainings, both in-person and virtually
- Exceptional aptitude for analyzing quantitative and qualitative data
- High level of project management and organizational skills
- Outstanding interpersonal skills and ability to adjust tone and content to relate effectively to customer, from front-line staff to management level
- Excellent verbal and written communication skills
- A passion for sustainability and reducing food waste
- Has a desire to go above and beyond for clients
- Energetic, positive, confident attitude
- Comfortable teaching (coaching) in both in-person environments and via webinar platforms and delving into analytics and reports for foodservice clients
- Fluent with modern office software applications, such as Microsoft Office, Salesforce.com, collaborative cloud-based applications, and able to learn new applications
- Ability to exercise independent judgment creatively and prudently to problem-solve with customers in a personalized manner
- Cultural awareness and the ability to travel international to client sites as required, including periods of extensive travel (when COVID-impacted travel bans subside)
