Client Success Manager

Client Relationship & Commercial Ownership:

• Serve as the primary owner of client relationships, acting as the ultimate escalation point and strategic partner.
• Own the commercial health of accounts, including contract compliance, payment terms, and capturing Value Added Services charges.
• Lead scoping and quoting for new projects, ad-hoc requests, and seasonal surges to ensure target margins are met.
• Identify opportunities to upsell services and support onboarding of new clients by showcasing operational capabilities.

Operational Strategy & Direction:

• Translate client business goals into clear operational directives for Technical Program Managers and Continuous Improvement Engineers.
• Ensure Operations teams perform optimally against client Service Level Agreements (SLAs).
• Prepare and present comprehensive Weekly Business Reviews analyzing KPIs such as fill rates, inventory accuracy, waste reduction, and yield.

Project Management & Launch Execution:

• Manage the master list of active and upcoming projects, prioritizing based on contract value and client urgency.
• Act as guardian of client product integrity by understanding Food Safety and Cold Chain requirements and ensuring compliance.

This role contributes to Misfits Market's mission of reducing food waste by ensuring efficient and compliant operations for strategic 3PL partnerships, helping save an average of 500,000 pounds of food per week from waste through optimized supply chain management.

Education & Experience:

• Bachelor's Degree required (preferred fields: Industrial Engineering, Supply Chain Management, Business Administration, or Food Science).
• 5–7 years of experience in a client-facing role within a technical environment (3PL, Contract Packaging, Manufacturing, or Supply Chain Consulting).
• Operational background with 'floor awareness' and experience in Food & Beverage Manufacturing or Cold Chain Logistics.

Technical & Professional Skills:

• Commercial acumen with experience creating quotes, managing complex contracts, and understanding P&L statements.
• Leadership ability to provide clear direction to cross-functional teams without direct HR reporting lines.
• Data proficiency to synthesize complex operational data into actionable executive summaries.
• Advanced Excel/Google Sheets skills or SQL knowledge for data analysis.
• Experience with Lean Six Sigma, Manufacturing Practices, Scrum, and Agile Methodologies.

Attributes:

• 'General Manager' mindset with full responsibility for account profitability and operational excellence.
• Negotiator capable of pushing back on unreasonable client requests or negotiating timelines.

• Salary range: $95,000 - $105,000
• Comprehensive medical, dental, and vision insurance
• 401(k)
• Annual Misfits grocery box credit of $1200 paid in weekly installments
• Life insurance
• Paid vacation time
• Paid holidays
• Paid sick days
• Commuter benefits

Misfits Market is a mission-driven startup dedicated to reducing food waste and making sustainable, high-quality groceries more affordable. They deliver organic produce, meats, dairy, and other items to 48 states at up to 30% off traditional prices, saving an average of 500,000 pounds of food per week from waste.