Customer Success Manager

About Lish

Lish (lishfood.com) is a fast growing Seattle startup that partners with chefs and restaurants to deliver high-quality curated catering to thousands of hungry office employees everyday. We provide unmatched menu variety and top-notch service, backed by technology that uniquely makes our scale and level of service possible. We’re a group of entrepreneurs, engineers, foodies, parents, coffee drinkers and creators with the mission of building a way to connect people to talented local chefs who care about great food.

Partners on Lish are independent artisans and restaurant owners passionate about crafting locally-sourced, scratch-made meals with fresh ingredients. Each chef tells their unique story through their food, bringing a variety of authentic cuisines and styles to our menu.

ABOUT THE JOB

As the Customer Success Manager (CSM) at Lish, you’ll be the primary face for our largest and most strategic catering client accounts. Acting as a trusted advisor and strategic partner, you will ensure clients maximize the value of our services, drive retention and expansion, and deliver a best-in-class experience. You’ll work cross-functionally to advocate for clients, champion their needs, and proactively drive improvements across the organization.

This is a full-time, salaried role in Seattle, reporting to the CEO, with the opportunity to grow into a leadership position. The position is hybrid, requiring three days per week in the office and regular onsite visits to client offices throughout the Seattle area.

KEY RESPONSIBILITIES

• Own the Customer Relationship: Serve as the main point of contact for our largest clients, building authentic, trust-based relationships with key stakeholders and understanding their unique business goals.
• Strategic Program Design: Partner with clients to design and optimize office meal programs that enhance employee engagement and workplace culture, leveraging data and feedback to drive measurable outcomes.
• Proactive Engagement: Anticipate client needs, identify risks and opportunities, and implement strategies to ensure retention and satisfaction.
• Revenue Growth: Identify and execute on upsell and cross-sell opportunities based on client goals and usage patterns, consistently hitting retention and expansion targets.
• New Client Onboarding: Lead seamless onboarding for new clients, ensuring they realize value from day one and have a clear path to success.
• Cross-Functional Collaboration: Work closely with Operations, Engineering, and Sales to advocate for client needs, resolve issues, and influence product/service enhancements.
• Issue Resolution: Manage escalations and complex challenges with a solutions-oriented, empathetic approach, turning issues into opportunities for deeper partnership.
• Process Improvement: Develop and implement scalable processes and best practices, contributing to a culture of continuous improvement.
• Reporting & Insights: Track and report on customer health scores, success KPIs, and business outcomes, providing actionable insights to clients and internal teams.

ABOUT YOU

• You’re a natural relationship builder with high empathy and outstanding communication skills, with the ability to engage and influence at all levels.
• You’re obsessed with the customer experience and genuinely care about delivering outstanding service.
• You’re entrepreneurial and proactive, excited to build and scale new processes and initiatives.
• You thrive in fast-paced environments and enjoy rolling up your sleeves.
• You bring a data-driven mindset and use insights to guide decisions and improve performance.
• You’re a foodie at heart and believe in the power of a shared meal to build community.

REQUIREMENTS

• 4 years in a customer-facing role (Customer Success, Account Management, or similar), ideally managing high-value or strategic accounts.
• 4 year Bachelor’s degree.
• Proven track record of achieving revenue retention and growth targets.
• Experience building relationships with executive stakeholders and driving business outcomes.
• Excellent written and verbal communication skills.
• Demonstrated ownership, attention to detail, and follow-through.
• Experience with food/hospitality or catering is a strong plus.
• Startup or high-growth environment experience is a strong plus.
• Experience with CRM tools is a plus

BENEFITS/PERKS

• Competitive salary and performance-based incentives
• Health, Dental, and 401(k) benefits
• Open vacation policy
• Frequent chef-made meals
• Work alongside a passionate, collaborative team
• Opportunity to shape and lead the Customer Success function as we grow

The total salary range for this role is $90,000-$120,000, inclusive of performance incentive pay. The salary is dependent on a number of factors including but not limited to: work experience, training and skills.