Senior Client Success Manager

Senior Client Success Manager

Misfits Market

Northlake, IL, US

Job Type: Full-Time

Function: Technical/Customer Support

Industry: Consumer

About Misfits Market:

Get organic produce, high-quality meats and seafood, and other sustainably sourced groceries delivered to your door for up to 40% less than grocery store prices.

Misfits Market is a mission-driven, high-growth startup dedicated to reducing food waste and making shopping for sustainable, high-quality groceries easier and more affordable. We deliver organic produce, high-quality meats and seafood, plant-based proteins, dairy, bakery, wine, and other grocery items to nearly every zip code in 48 states at up to 30 percent off traditional grocery store prices. In 2022, Misfits Market acquired sustainable e-grocer Imperfect Foods and now leverages its in-house transportation network to deliver directly to consumers with one of the most carbon-efficient grocery delivery models on the market. By tackling inefficiencies in the food system, our passionate and motivated team of problem solvers helps save an average of 500,000 pounds of food per week from waste or lesser outcomes, with an all-time savings of 190+ million pounds of food.

As Misfits we support our customers and mission by embracing our core values of

Prioritizing our Customers

Doing more with less

Thinking Differently

Respecting one another

Moving deliberately and quickly

Taking initiative and delivering

About the Role:

We are seeking a highly strategic, commercially driven, and operationally experienced Senior Client Success Manager (Sr. CSM) to lead and scale relationships with our most critical 3PL and food logistics partners. In this role, you are not just a point of contact; you are the Subject Matter Expert (SME) on your clients' operations and the primary architect of their success within our facility.

You will sit at the intersection of Commerce and Operations. While you own the contract, the revenue, and the relationship, you also provide the strategic direction to our Technical Program Managers (TPMs) and Continuous Improvement Engineers. You will define what needs to be done to meet client goals, while ensuring our operations team executes efficiently, compliantly, and profitably. You will also help the client prioritize according to execution, bandwidth of your own teams, and process capabilities.

Key Responsibilities:

Client Relationship & Commercial Ownership:

• Account Management: Serve as the primary owner of the client relationship, acting as the executive escalation point and strategic partner for key accounts.
• Contract & P&L Management: Own the commercial health of assigned accounts, including contract compliance, payment terms, profitability, and capture of all Value Added Services (VAS) revenue.
• Contract Negotiations: Lead contract renewals, scope expansions, pricing discussions, and service change management initiatives.
• Revenue Growth: Identify opportunities for account expansion, operational growth, and additional value-added services within existing partnerships.
• Quoting & Estimation: Lead the scoping and quoting process for new projects, ad-hoc requests, and seasonal surges by evaluating labor, material, storage, and operational costs to ensure target margins are achieved.
• Business Development Support: Support onboarding and sales initiatives by presenting operational capabilities and solution strategies to prospective customers

Operational Strategy & Direction:

• Strategic Leadership: Translate client business objectives into clear operational strategies and execution plans across warehouse and fulfillment operations.
• Cross-Functional Direction: Provide strategic direction and prioritization to Technical Program Managers (TPMs), Operations teams, and Continuous Improvement Engineers to ensure successful execution of client initiatives.
• Performance Monitoring: Monitor operational performance against Service Level Agreements (SLAs) and partner with Operations leadership to drive service excellence and continuous improvement.
• Business Reviews: Lead Weekly Business Reviews (WBRs) and recurring client meetings, presenting KPIs such as fill rates, inventory accuracy, waste reduction, throughput, and yield performance.
• Executive Reporting: Develop executive-level reporting and KPI dashboards that highlight operational trends, risks, opportunities, and overall account health.
• Account Ownership: Maintain full ownership of customer satisfaction, operational stability, financial performance, and long-term account scalability.

Project Management & Launch Execution:

• Project Pipeline Management: Own the strategic roadmap and prioritization of active and upcoming client initiatives, including new product launches, packaging transitions, seasonal programs, automation projects, and process improvements.
• Project Execution: Lead cross-functional project execution from concept through launch, ensuring timelines, budgets, operational readiness, and client expectations are successfully met.
• Continuous Improvement: Partner with Engineering, Operations, and Continuous Improvement teams to implement scalable processes and operational efficiencies.
• Risk Mitigation: Proactively identify and mitigate operational risks, process gaps, resource constraints, and escalation points before they impact service or client experience.
• Cold Chain & Compliance: Act as the guardian of the client's product integrity. You must understand their specific Food Safety and Cold Chain requirements (e.g., dwell time limits, temperature excursions) and ensure the floor is directed to maintain these standards.

Qualifications:

Education & Experience:

• Bachelor's Degree required. Preferred fields: Industrial Engineering, Supply Chain Management, Business Administration, or Food Science.
• 7+ years of experience in a client-facing role within a technical environment (3PL, Contract Packaging, Manufacturing, or Supply Chain Consulting).
• Operational Background: Unlike traditional account managers, you must have "floor awareness." Experience in Food & Beverage Manufacturing or Cold Chain Logistics is non-negotiable.

Technical & Professional Skills:

• Commercial Acumen: Demonstrated experience creating quotes, managing complex contracts, and understanding P&L statements (Profit & Loss).
• Leadership: Ability to provide clear, authoritative direction to cross-functional teams (Engineers, TPMs, Ops Managers) without direct HR reporting lines.
• Data Proficiency: Ability to synthesize complex operational data (from WMS or ERP systems) into clear, actionable executive summaries for clients.
• Data Analysis: Advanced Excel/Google Sheets skills (modeling, pivot tables) or SQL knowledge to analyze production data, inventory and labor costs.
• Experience with Lean Six Sigma and Manufacturing Practices
• Experience with Scrum and Agile Methodologies

Attributes:

• The "General Manager" Mindset: You view your client account as your own business unit, taking full responsibility for its profitability and operational excellence.
• Negotiator: Capable of pushing back on unreasonable client requests or negotiating timelines when operational constraints require it.

Success Metrics:

• Client Retention & NPS: Maintaining high satisfaction and trust.
• Revenue Capture: 100% capture of billable VAS and accurate project quoting.
• SLA Adherence: Ensuring the Ops team meets the metrics you promised the client.

Details of Position & Benefits:

• Salary range: $110,000 - $120,000
• 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