Summary of Position:

The Customer Success Manager (CSM) is responsible for guiding customers from initial
activation through long-term success with Health-e Pro. This role ensures customers transition from onboarding into consistent, effective use of the platform, ultimately driving adoption, retention, and expansion.

CSMs own the post-onboarding customer journey, helping customers operationalize the system within their daily workflows. This includes menu publishing, production enablement, and ongoing engagement.

The ideal candidate is customer-focused, operationally minded, and proactive in identifying
opportunities to drive value. They are comfortable balancing relationship management with
structured execution and are motivated by improving customer outcomes at scale.

Core Responsibilities:

Own a portfolio of customers post-onboarding, guiding them from activation through long-term success
Lead customers through Activation, ensuring transition from setup to real-world usage (menu publishing, production records, workflows)
Drive adoption by reinforcing consistent, repeatable usage patterns and best practices
Monitor customer engagement and health signals; identify risks early and take action to re-engage customers
Conduct customer meetings including activation kickoff, check-ins, and targeted working sessions
Execute defined Customer Success processes, playbooks, and lifecycle frameworks
Maintain accurate customer data, activity tracking, and progress toward success milestones
Partner cross-functionally with Onboarding, Support, and Account Management to ensure a seamless customer experience

Team Structure:

The Customer Success team is structured across three pillars aligned to the customer lifecycle, Onboarding, Customer Success, and Support & Education. This role sits within Customer Success and owns the post-onboarding journey from activation through long-term success.

Level Differentiation
This role exists across multiple levels, with increasing ownership of outcomes, processes, and team leadership at each level.

Customer Success Manager
● Executes processes, manages day-to-day customer engagement, and supports
activation and adoption milestones

Senior Customer Success Manager
● Owns customer outcomes, proactively identifies and resolves risks, and manages more
complex customers

Principal Customer Success Manager
● Owns team performance and effectiveness, defines and improves processes, reporting,
and strategy, leads and develops team members

Desired Skills:

Demonstrate knowledge of, and support for, the mission, vision, and values of the organization. Comply with corporate standards, policies and procedures, operating instructions, confidentiality standards, and the code of ethical behavior.
Familiarity with the federal meal programs, menu planning, and menu planning software.
Strong product knowledge with the ability to guide customers through post-onboarding workflows, including menu publishing and production records, while aligning to real-world school nutrition operations.
Strong customer-facing communication and relationship management skills.
Ability to guide customers through structured processes while adapting to their needs.
Highly organized with strong attention to detail and follow-through.
Analytical mindset with ability to interpret data and act on insights.
Comfortable managing multiple customers and priorities simultaneously.
Strong problem-solving skills and ability to navigate ambiguity.

Preferred Experience:

Experience in customer success, account management, onboarding, or similar roles; additional Customer Success experience required for Senior and Principal levels
Familiarity with SaaS or workflow-based software
Experience in training, coaching, or customer education
Bachelor’s degree in nutrition, computer science or related fields.
Registered Dietitian preferred.
Customer Success Coach II certification is required within one year of employment.
A minimum of 2-5 years work experience in the child nutrition field, depending on level.

Compensation and Benefits:

Salary: Negotiable, 40 hours per week, full time exempt

Quarterly bonuses
10 paid holidays per year
16 days PTO Annually (accrued monthly)
Home Office Stipend
Medical, Dental, Vision insurance
HSA matching program
401k Plan: Up to 4% corporate matching funds
$2,000 annual match to charitable donations

Customer Success Manager