Director of Customer Success

Virtual Req #754

Monday, February 24, 2025

This is a remote based position.

FreshRealm is currently in a high-growth state, and our culture of ACTIONS drives our team members forward to maximize their potential. We are a team of hardworking, passionate leaders who persevere through challenges, collaborate with one another to problem solve and achieve desired outcomes, and work to bring out the best in our employees as we service our customers. At FreshRealm, we welcome individuals from all backgrounds and abilities to apply and make employment decisions based on merit.

We are seeking a Director Of Customer Success (DCS) to manage a large book of business ($250M+) potentially spanning multiple customers in the meal kit and ready-to-eat meal space, in both DTC and Grocery channels. The DCS will serve as the primary point of contact for customers, ensuring strong relationships, driving revenue growth, delivering strategic support, strategic recommendations, and cross-and-up-sell opportunities. This individual must have an in-depth understanding of the food industry and be proactive in identifying opportunities to help customers scale their businesses.

Key Responsibilities

• Customer Relationship Management: Build and maintain strong, long-term relationships with each customer in your book of business, serving as their trusted advisor and advocate.

• Strategic Account Growth: Identify and push new products and ideas that drive customer revenue growth and enhance their offerings.

• Cross-Functional Collaboration: Work closely with internal teams (sales, product development, operations, and marketing) to launch new products, gather key insights, resolve issues, and deliver tailored solutions to customers.

• Meeting Leadership & Communication: Lead WBR and QBR customer meetings, creating and providing insightful presentations that are data-drive. Ensure all customer touchpoints are well-organized and effective.

• Problem Solving & Crisis Management: Navigate high-pressure situations with professionalism and efficiency, proactively addressing challenges and mitigating risks. Communicate effectively with customers on behalf of the company.

• Industry Expertise: Stay ahead of market trends, competitor activities, and emerging opportunities in the industry to provide valuable insights to customers. True understanding of operations to be able to speak to customers in depth about or cross-functional teams and processes.

• Performance Tracking & Reporting: Monitor customer performance metrics via dashboards, maintain processes and track key KPI’s, analyze data, and present actionable insights to drive customer success.

• Food Industry Knowledge: Deep understanding of the fresh food industry landscape, market trends, and key business drivers relevant to the organization.

You have:

• Passion for Food: Must have fresh food experience. Must understand manufacturing and fulfillment.

• Drive & Execution: Hardworking, credible, competitive, and disciplined with a strong motivation to achieve goals and ability to drive others. Executive presence and gravitas (holds peers and others accountable

• Style: Ability to work seamlessly across the organization; high level orchestration skills (knows when to push, when to pull up). Can seamlessly operate at a high level and know when to dive into details.

• 3+ years of experience in customer success, account management, or sales within the food & beverage, meal kit, or CPG industry.

• Strong ability to manage multiple accounts and balance competing priorities.

• Excellent communication, presentation, and negotiation skills.

• Proven ability to lead meetings, deliver compelling presentations, and influence decision-making.

• Comfortable in high-stress situations, with strong problem-solving skills.

• Data-driven mindset with the ability to interpret and act on performance metrics.

• Experience working with cross-functional teams and coordinating efforts across different departments.

What We Offer

• Comprehensive benefits package for full-time employees including medical, dental, vision, pet insurance and legal insurance

• Bonus potential

• 401(k) with company match that is immediately vested

• Life and ADD insurance

• Opportunities for career growth with a dynamic company that is changing the landscape of fresh meals

• Paid time off

Our Values at Work

We believe that ACTIONS speak louder than words and our company values align to those ACTIONS .

In Our Daily Work, This Looks Like

• ACCOUNTABILITY: Set clear objectives and prioritize your tasks Hold yourself and your teams accountable for meeting deadlines Learn from your mistakes and use it as a learning opportunity to improve next time

• CHALLENGE WITH CURIOSITY: Collaborate with others and explore different perspectives when accomplishing a task or solving a problem Set learning goals for yourself and your team, and have a growth mindset: read books, subscribe to magazines, listen to podcasts, ask for recommendations, etc., on how to grow professionally and personally Don’t slap a band-aid on a problem – dig deep and determine the root cause of an issue

• TRANSPARENCY & HONESTY: Maintain open and consistent communication. Admit mistakes and take ownership Document decisions to help avoid misunderstandings

• INNOVATION: Work with the end-user in mind and create solutions that will add value Question existing norms, assumptions, and best practices Experiment and take calculated, data-driven risks

• OBJECTIVITY: Utilize data and make data-driven decisions at every opportunity

• NIMBLENESS: Utilize time management to help stay focused and on task with urgency es and make adjustments accordingly Delegate and trust others to handle specific responsibilities with resources and support

• SUCCESS THROUGH OUR CUSTOMERS: Know your audience and the type of work they expect to receive as the end-result of a project, initiative, or task. Seek feedback at different stages to ensure you’re on the right track Foster collaboration among cross-functional teams to ensure you’re providing the best experience and service to our consumers

Employee pay will vary based on factors such as qualifications, experience, skill level, competencies and work location. We will meet minimum wage or minimum of the pay range (whichever is higher) based on city, county and state requirements.

We are an Equal Opportunity Employer

We are an Equal Opportunity Employer.

Other details

• Job Family*Corporate

• Pay TypeSalary

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