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Everytable is seeking a Partner Success Manager to own and grow a portfolio of institutional food service partnership accounts. You will serve as the primary point of contact for assigned partners, managing all operational and strategic aspects of their food service relationships.
Key responsibilities include:
- Manage a portfolio of food service partnership accounts with full ownership and accountability
- Collaborate with Strategic Partnerships and Business Development teams to onboard new accounts, coordinate service launches, and gather post-launch feedback
- Build and nurture long-term relationships with partners through frequent, thoughtful communication
- Execute weekly operational deliverables: menu planning, order processing, invoicing, and account updates
- Analyze product COGS to ensure profitability when creating weekly and monthly menus for each partner
- Identify and address service failures by adjusting menu planning and account settings in collaboration with internal teams
- Engage frequently with high-priority partners to identify and resolve unmet needs
- Serve as the escalation point for partner administrators, their staff, and internal teams
- Lead recovery coordination when order or delivery issues arise, making knowledgeable decisions and communicating clearly
- Process weekly and monthly invoices accurately, meeting deadlines and collaborating with Finance on billing discrepancies and collections
- Identify upsell and expansion opportunities within existing partnerships; collaborate with Strategic Partnerships/Business Development on contract renewals and new proposals
- Mentor and support new Partner Success team members
- Achieve 90% account retention through the life of contracts by mitigating churn through creative problem-solving
- Hit or exceed KPIs and financial performance targets set by the Director of Partner Success
- Build strong cross-functional relationships with business development, strategic partnerships, fulfillment, finance, logistics, and marketing teams
- Remain available early mornings and weekends as needed to troubleshoot operational issues
Requirements:
- Minimum 5+ years in account management, customer success, and/or B2B sales
- Customer-obsessed mentality with drive to meet and exceed expectations
- Ability to manage multiple projects, tasks, and priorities while meeting deadlines
- Proficiency with data and spreadsheets (Excel, Google Sheets)
- Excellent verbal and written communication skills; comfortable engaging at all organizational levels
- Creative problem-solving ability with collaborative, solution-oriented approach
- Interest in data analytics with ability to identify trends and implement data-driven solutions
- Experience in food service operations preferred; knowledge of food tech and logistics a plus
- Enthusiastic team player who quickly builds and maintains trust
- Willingness to experiment with processes and build something new
- Ability to thrive in dynamic, fast-paced environments
- COVID-19 vaccination required upon hire (medical or religious accommodations considered case-by-case)
