Vice President, Customer Success

The pay range for this role is $220,000 - $250,000 plus bonus depending on experience.

About FreshRealm:
FreshRealm is at the forefront of revolutionizing the food system. As a Food-as-a-Service company, FreshRealm empowers food businesses to meet the evolving demands of modern consumers by delivering fresh, high-quality meals every day. With an end-to-end platform that spans product design to omnichannel fulfillment, FreshRealm enables growth across all food channels and segments. Our solutions focus on driving speed, scale, and cost efficiency within the fresh food sector, unlocking new opportunities for partners and reshaping the food landscape.

Position Summary:
The Vice President of Customer Success (VP of CS) will be a strategic leader who owns the customer journey and drives value realization for FreshRealm’s partners. Reporting directly to the Chief Commercial Officer, the VP of CS will lead a dynamic team, ensuring exceptional customer experiences, fostering long-term partnerships, and driving customer retention and expansion. This role is pivotal in achieving FreshRealm’s mission to transform the food industry by aligning customer success initiatives with the company’s growth objectives.

Key Responsibilities:

Strategic Leadership

• Develop and execute the customer success strategy aligned with FreshRealm’s business objectives and mission to revolutionize the food system.
• Define and measure key performance indicators (KPIs) to assess customer success outcomes, including satisfaction, retention, and growth metrics.
• Collaborate with executive leadership to integrate customer insights into strategic decision-making processes.

Team Management

• Build, mentor, and lead a high-performing Customer Success team, fostering a culture of accountability, collaboration, and innovation.
• Establish clear goals, provide regular feedback, and drive professional development initiatives for team members.

Customer Engagement & Retention

• Act as the executive sponsor for key customer relationships, ensuring alignment with their business goals and long-term success.
• Partner with Revenue Enablement throughout the onboarding process to ensure seamless integration of FreshRealm’s solutions into partner operations.
• Implement proactive engagement strategies to drive product adoption, customer satisfaction, and retention.

Business Growth & Expansion

• Identify and capitalize on opportunities for account expansion, working closely with Sales and Product teams to upsell and cross-sell solutions.
• Partner with the Product and Marketing teams to translate customer feedback into product enhancements and new offerings.

Operational Excellence

• Design and refine processes, tools, and systems that enhance the efficiency and scalability of the Customer Success function.
• Establish a framework for regular customer health reviews, tracking progress against agreed-upon objectives and outcomes.
• Ensure compliance with contractual obligations and service level agreements (SLAs).

Thought Leadership

• Represent FreshRealm as a thought leader at industry events, conferences, and in public forums.
• Stay ahead of trends in food systems, customer success methodologies, and technological advancements, incorporating insights into FreshRealm’s strategies.

Qualifications:

• Education: Bachelor’s degree in Business, Marketing, or a related field. MBA or equivalent advanced degree preferred.
• Experience:
• 10+ years of experience in customer success, account management, or related fields, including 5+ years in a senior leadership role.
• Proven track record of managing large-scale customer success operations in a fast-paced, high-growth environment.
• Industry experience in food, technology, or supply chain sectors is highly desirable.
• Skills:
• Exceptional leadership and team management skills.
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills, with the ability to build trust and rapport with diverse stakeholders.
• Proficiency in CRM and customer success tools (e.g., Salesforce, Gainsight).

Why Join FreshRealm?

• Be part of a mission-driven company revolutionizing the food system.
• Collaborate with a team of passionate, innovative professionals.
• Opportunity to make a tangible impact on customer success and business growth.
• Competitive compensation package, including equity, benefits, and professional development opportunities.

We are an Equal Opportunity Employer.