Director, Customer Success & Implementation

MealSuite, an Inc. 5000 Fastest-Growing Company, is a privately owned SaaS organization with 130 team members across Cambridge, ON, Canada, Dallas, TX, USA, and Ho Chi Minh City, Vietnam. Our suite of end-to-end foodservice technology solutions helps professionals across healthcare and aging services streamline their operations, save time, reduce food waste, and meet regulatory requirements, so they can focus on what matters most: improving the quality of patient and resident care.   

A career with MealSuite offers the innovation and agility of a startup matched with the stability of an established company in a growing industry. 

We’re looking for an experienced Director, Customer Success & Implementation to join our Customer Experience team.  Reporting to the Head, Customer Experience, you’ll be establishing processes and standards to ensure a seamless customer journey.  

A day in the life as Director, Customer Success & Implementation:

• Apply strong strategic leadership to manage and scale our Customer Onboarding team to support a fast-growing customer base 
• Identify opportunities to increase operational efficiency and implement process changes with the goal of reducing project time and driving project success  
• Implement new and innovative approaches to customer onboarding; create goals and KPIs to measure individual and team success  
• Build and manage a department roadmap; report progress and challenges to senior leadership on an ongoing basis and modify roadmap as required  
• Maintain strong interdepartmental relationships to optimize efficiency and improve the overall customer experience  
• Strategize opportunities for shared customer implementations and improved partner satisfaction  
• Apply leadership skills and experience to drive enthusiasm and enable the Onboarding team to provide customers with a seamless experience  

If the below describe your knowledge, experience and character, then this role could be for you:  

• I have demonstrable knowledge of best practices for SaaS customer onboarding and implementation 
• I gained my knowledge through 8+ years of direct experience in SaaS implementation  
• I have scaled an onboarding team in a fast-paced growth environment 
• I’m exceptional at identifying inefficiencies and developing solutions  
• I am a talented communicator and presenter and have proven experience getting buy-in from internal and external stakeholders  
• I get most excited about inter-team collaboration and working together toward a common purpose 
• I’m extra passionate about enabling my team to deliver their best and achieve their personal and professional goals  
• I’m willing to occasionally travel and have a valid passport and no travel restrictions that limit my ability to cross the border between Canada and the USA (and Vietnam if required for role). 
• I thrive in an agile environment that is constantly changing and encourages team members to collectively collaborate and communicate 
• I love to be directly involved in projects and initiatives that offer continued learning and endless opportunity to express my ideas and build my leadership skills 

We know imposter syndrome can be REAL when applying for a new role, but please don't let the confidence gap prevent you from taking a leap and applying for your dream job.  Your future self will thank you!  

Why you’ll love working at MealSuite: 

• We are passionate people that care about others. The heart of what we do comes down to our mission to:  Deliver smiles and satisfaction to the continuum of care through an all-in-one foodservice management technology. Learn more about what we do here. 
• We focus on creating a progressive culture that values teamwork, listens to all voices and entrusts team members with tasks that make a significant impact within our industry. Learn more about our values at MealSuite.com/Careers and see what our teammates have to say about working for MealSuite. 

We take care of our employees too! Here are just a few of the great things we offer: 

• Unlimited paid time off. Yeah, you read that right! We trust our employees to build their own version of balance so they can feel rejuvenated to bring their best eve