Customer Success Manager

Pepper is working to re-invent the food supply chain. With a team of experienced people from Uber Eats, Google, WeWork, and more, we’re building digital tools that power foodservice wholesalers, helping them grow faster and do more with less — and in the process transforming one of the largest, most fundamental industries in our society.

We’re tackling a gnarly $650B industry that’s still run off paper, and we’ve got the right timing and the right people to make it happen. Our financial backers are some of the most reputable venture capital firms in the NYC and SF Bay Area.

The Role:

As a Customer Success Manager at Pepper, you will manage a portfolio of distributors by building strong relationships with key distributor contacts. The ideal candidate thrives in a fast-paced, diverse, and entrepreneurial environment. You’ll manage relationships with distributors across multiple industries, types, and buying groups. Your goal will be to ensure your clients see value in their partnership with Pepper, share best practices, and work with them to deepen and expand their relationship.

This is a remote position anywhere in the US or Canada.

What you’ll do:

• Own and grow a portfolio of Pepper distributors to meet our team’s strategic and financial goals and our clients’ objectives.
• Build deep relationships and navigate distributor organizations to align external and internal stakeholders.
• Collaborate cross-functionally to communicate distributor needs and feedback, impacting Pepper’s product innovation, development, and delivery.
• Lead client meetings and serve as the primary point of contact for the customer.
• Responsible for leading and conducting business reviews, best practices, training, and check-ins to ensure overall product alignment and adoption objectives.
• Serve as a thought leader and provide an extensive source of knowledge for your colleagues on distributor needs and objectives.
• Good use of data and case studies to analyze and report on key metrics to ensure the distributors achieve measurable value from their relationship with Pepper.
• Identify upsell and cross-sell opportunities.
• Handling escalations or challenges proactively and help lead them to a successful resolution.
• Support our implementation team and clients during the onboarding process.

Who are you:

• You’re a high-energy, dynamic, hands-on self-starter with a proven ability to manage a large book of business with an entrepreneurial drive.
• Strong communication skills both internally and externally. Ability to develop strong working relationships through multiple mediums (voice, text, and presentations).
• Passionate about leading strategic client conversations, presenting business reviews, and coordinating success plans to drive growth.
• Highly skilled in leveraging your business acumen and analytical abilities to strategically assess and help reach client goals.
• Can adapt and learn new products and processes in a fast-paced environment.
• A Self-Starter with a proven ability to drive multiple projects to completion.
• Bias to action and enthusiasm for finding creative solutions to complex problems.

Qualifications:

• 2+ years experience in a customer success or account management role.
• Proficient in CRM & Presentations (HubSpot, Vitally, Google Sheets and Slides).
• Proven ability to communicate effectively via telephone and email with customers
• Strong analytical and presentation skills.
• Able to travel from time to time.
• Experience exceeding business goals in a customer-focused environment, with an emphasis on timeliness and organization.
• Collaborative mindset and willingness to roll up your sleeves to get the job done.
• Previous experience in a Food Distribution/Supply Chain role is a plus.
• Previous experience with complex enterprise software and infrastructure is a plus.

Why join us:

• Ground floor opportunity to join a team transforming a large and important industry.
• Team of experienced entrepreneurs who don’t take themselves too seriously and prioritize taking care of the team.
• Meaningful equity.
• Extremely rewarding learning curve.