Customer Engagement Manager, Meal Programs (Remote)
$95,000–$130,000 year
HybridBoston, Massachusetts, United States
Job Summary
Manage a book of high value Meal Program accounts with full accountability for retention and GMV protection. Serve as the primary strategic partner after AE handoff, conducting regular business reviews to align on goals and identify opportunities to deepen relationships. Escalate service, delivery, and order accuracy issues to cross-functional partners while maintaining accurate account records in Salesforce. Help refine retention playbooks and advocate for product improvements based on direct customer feedback and usage patterns. Use AI tools to prioritize accounts and personalize outreach while applying strong judgment to maintain a high-quality customer experience. Willingness to travel approximately 25% of the time, including up to 5 days per quarter for team gatherings.
Required Qualifications
- 5+ years of experience in consultative sales, account management, strategic customer relationships, in a B2B, SaaS, marketplace, or service-driven environment
- Proven track record managing a book of business with accountability for retention
- Experience prioritizing accounts and executing proactive outreach plans with urgency and sound judgment
- Strong relationship-building skills with the ability to earn trust and influence across a range of customer stakeholders — from day-to-day admins to executive sponsors
- Comfort working cross-functionally with sales, support, operations, and product teams to solve problems and deliver for customers
- Strong organizational skills and attention to detail, with the ability to manage multiple accounts, priorities, and follow-ups at once
- A data-informed approach, with the ability to translate account signals and customer feedback into action
- Experience using Salesforce to manage account activity, document insights, track opportunities, and maintain account hygiene
- A “figure it out” mentality that drives you to take ownership in the face of ambiguity
- Willingness to travel ~25% of the time
- Ability to travel up to 5 days per quarter for Together Weeks, team gatherings and other events, when applicable
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