Customer Success Manager

Join a mission-based team in meaningful work to build a more sustainable future.

At Leanpath, we are a group of diverse and passionate technologists, sustainability experts, culinarians, and analysts who come together to achieve our vision each and every day: to ensure a sustainable future by eliminating global food waste.

Food waste is one of the biggest global issues of our time. More than a third of the world’s food is wasted. And with global hunger and social inequities increasing, wasted food and resources is tragic, devastating our communities and our planet.

Be a part of the solution. At Leanpath, we address food waste at its source. It starts with the foundational premise that we manage the things that we measure. To uncover why food is being wasted and what we can do to prevent that waste from happening again, we need data and insights. Leanpath has a unique, patented set of hardware that we have deployed globally in the fight against food waste. 

The Role

We have an immediate opportunity for a Customer Success Manager (CSM) to join our London, UK team. This is a mid-career level role within our Customer Success team focused on enabling success and customer satisfaction for multiple sites in the EMEA and Eastern US regions. 

Preference will be given to candidates who are fluent in both written and spoken Spanish.

You will work in a fast-paced role with responsibilities for supporting program implementation, cultivating client relationships around the world, conducting training, analyzing data, creating reports and showcasing data-driven results. Our CSMs are responsible for driving product usage, adoption, food waste reduction, and measurable results.

Primary Tasks & Responsibilities

The CSM plays a significant role in customer success through the entire customer journey, from the initial hand-off from sales, through supporting a seamless customer onboarding experience, and guiding clients to complete program adoption, behavior change and waste reduction results. 

• Help chef-leaders and management analyze food waste data, identify root-causes of food waste, and foster behavior change, with the goal of reducing food waste and improving the customer’s bottom line. 
• Monitor client satisfaction, analyze client outcomes, and prepare ongoing results analyses.
• Use data to help communicate analytical findings in a way that corporate executives and business managers can easily understand.
• Train customers in the use of Leanpath products and services and in the implementation of Leanpath food waste prevention methods, either on-location or via web-based training platforms.
• Oversee the customer journey for a group of clients, monitoring their progress and responding to program issues and questions.
• Use internal systems to highlight and address performance or compliance issues as well as to devise strategic segment- and industry-specific engagement campaigns and proactively communicate with sites. 
• Coordinate with our Technical Support team to provide front-line support and diagnosis on software or hardware issues.
• Ability to travel internationally. Travel anticipated at approximately 20%.

Education/Experience

• Bachelor’s Degree (or equivalent experience)
• At least three years of experience in a customer-facing role
• Bilingual in English and Spanish preferred
• Experience working for a SaaS / data analytics company preferred
• Presentation/training experience preferred
• Familiarity with corporate foodservice operations preferred
  

Key Competencies

• Mission-aligned with Leanpath sustainability and food waste goals, while comfortable working in a for-profit, commercial environment
• Comfort working on a remote international team
• Strong project management skills
• Experience monitoring and discussing performance metrics across multiple customer implementations
• Excellent verbal and written communication skills
• Energetic, positive, diplomatic, professional presence
• Fully proficient with Microsoft Office and web-based equivalents
• Strong MS Excel and data analytics skills
• Familiar with video conference solutions (like Teams)
• Experience with CRM systems (like Salesforce.com)
  

More about Leanpath & Our Team

Founded in 2004, we created the food waste measurement & technology industry. We’ve been recognized by our customers and the industry with awards including vendor and support team of the year awards from client partners Google and Sodexo, “Sustainability Initiative of the Year” award from Food Matters Live, and the “Technology for Good” award from the Global Good Awards UK, among others.

Our team is connected through our core values, which are woven into our culture: drive and productivity, excellence, equity, humility, kindness and inclusion, and teamwork. We believe that diversity of team members and diversity of experiences makes us stronger. We support one another in becoming our best selves, and bringing our whole selves to work. We actively seek out the best talent, regardless of race, ethnicity, color, religious background, gender or gender identity, or sexual orientation.

Other reasons Leanpath is a great place to work:

• Mission-based global sustainability company working on one of the biggest social issues of our time
• Office in an energetic, dog-friendly co-working space in the heart of Camden Market offering bike shed, roof terrace, yoga/pilates/spinning classes (showers onsite) and market discounts
• Collaborative & international team members with a passion for fighting food waste
• Flexible team and work environment
• 25 days paid holidays annually (in addition to Bank Holidays)

Join us. It’s time to make an impact.