Customer Success Specialist

Customer Success Specialist (CSS)

Department: Operations
Reports To: Market CSS; CEO
Location: Regional Placement

Job Overview

The Customer Success Specialist plays a critical role in driving growth and ensuring customer satisfaction. This is a hands-on, field-based position responsible for installing new salad bars at retail and foodservice partner sites (such as grocery stores, hospitals, colleges, and corporate dining facilities). After launch, the CSS manages ongoing relationships with partners, ensuring adherence to operational guidelines and delivering an exceptional consumer experience.

This role is ideal for a self-starter who thrives in an autonomous environment. CSSs manage their own schedules, prioritize tasks, and execute with minimal supervision. The position requires collaboration across multiple functional areas-including quality, food safety, hardware/software, training, finance, and marketing-to support store performance and drive continuous improvement.

Regular travel is required: typically four days per week visiting stores by car, plus occasional out-of-market travel.

Key Responsibilities

• Install and launch salad bars at customer locations, ensuring a smooth onboarding process.
• Train store teams on operations, food safety, software tools, and reporting.
• Build strong relationships with store managers and staff; act as the primary point of contact for ongoing support.
• Ensure compliance with operational guidelines and maintain high standards of execution.
• Own performance for assigned stores, including monthly reporting and sharing insights with internal teams and store management.
• Conduct regular store visits to assess needs, identify opportunities, and provide hands-on support.
• Develop action plans with stores to increase sales, profitability, and customer engagement (e.g., volume goals, campaigns, training).
• Perform routine quality checks and maintenance on salad bars and related equipment.
• Execute additional duties as needed to support customer success.

Profile and Skills

• Strong self-starter with an entrepreneurial mindset; able to manage priorities and solve problems independently.
• Clear, patient communicator with excellent training and relationship-building skills.
• Responsive, adaptable, and committed to customer satisfaction while upholding operational standards.
• Solid understanding of key business drivers (sales, gross margin, labor, operating costs).
• Comfortable working across multiple disciplines-food quality, hardware, software, marketing-with a general interest in food and retail operations.
• Relevant education or 3+ years of experience; valid driver's license required.
• Ability to travel up to ~80% (primarily in-region with periodic out-of-market or overnight travel).