Senior Client Success Manager

​​Misfits Market is a mission-driven company creating the affordable online grocery store of the future. We’re a high-growth startup whose north star is making high-quality food more accessible to more people. By tackling inefficiencies in the food system, we’ve created a new supply chain that brings value to farmers and food makers, fights food waste, and saves our customers an average of $25.17 per order. Since 2018, our passionate and motivated team of problem solvers has built a full online grocery marketplace and rescued more than 228 million pounds of food. With each new zip code we serve (we’re up to 38,000 now!), we’re one step closer to our goal of eliminating food deserts in America by 2025.

We are seeking a Senior Client Success Manager to create and manage long-term, trusting relationships with our New Business Clients. The Senior CSM’s responsibilities include oversight of the entire client onboarding process, development of strong relationships with clients, partner with fulfillment teams, and delivery of results. The Senior CSM will answer client queries and identify new business opportunities among existing clients. In this role, the Senior CSM will liaise between Clients and all functional internal teams.

This role is an individual contributor role with a possible track to team management in the future.

What you’ll do: 

• Develop strong and trusting relationships with B2B clients.
• Drive client satisfaction, retention, and expansion of existing accounts.
• Manage all aspects of the client relationship, including responding to queries, investigating pain points, and liaising with internal Misfits Market teams to answer questions, solve problems, and provide solutions.
• Collaborate with the internal teams to onboard and train new clients.
• Build and conduct executive business reviews, listening to client feedback, and discovering areas of improvement.
• Develop, iIdentify and track appropriate KPIs to measure success of client accounts.
• Develop relationships with and maintain regular communications with key stakeholders throughout the organization.
• Drive revenue growth by building a strong pipeline of opportunities, identifying, qualifying and connecting new and existing clients to the appropriate services.
• Demonstrate curiosity to understand individual client needs, and drive consideration through prescriptive recommendations to help them succeed.

Who you are:

• You have a 6+ years of B2B account rep / client rep experience and a passion for delivering great service to your clients.
• You thrive in a fast-paced environment, are comfortable with ambiguity, and have a passion for continuous improvement. 
• You are a keen problem solver with experience acting as the primary point of contact and a strong desire to jump in and own client issues from start to finish.
• You have a strong executive presence with excellent verbal and written communication skills, as well as client-facing presentation skills.
• You have confidence in navigating new systems independently.
• You have ruthless prioritization skills and are fixated on high-impact while balancing limited time and resources.
• You have a demonstrated track record of sourcing, building, and developing client relationships with measurable results.
• Prior experience working in a startup environment is helpful, but not required.
• You are excited about the Misfits Market mission – and are passionate about food!

Benefits:

• Unlimited PTO
• Flexible work location with remote availability
• Free Misfits Market groceries every month
• Multiple health, dental, and vision plan options 
• Life Insurance
• 401K plan 
• Commuter Benefits