Client Success Manager

About Misfits Market:

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 commercially astute and operationally grounded Client Success Manager (CSM) to own the lifecycle of our most strategic 3PL partnerships. 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 ultimate escalation point and strategic partner.
• Contract & P&L Management: Own the commercial health of the account. This includes strictly managing contract compliance, enforcing payment terms, and capturing 100% of Value Added Services (VAS) charges.
• Quoting & Estimation: Lead the scoping and quoting process for all new projects, ad-hoc requests, and seasonal surges. You will calculate labor, material, and storage costs to ensure target margins are met before work begins.
• Business Growth: Identify opportunities to upsell services to existing clients and support the onboarding of potential new clients by showcasing our operational capabilities.

Operational Strategy & Direction

• Strategic Directive: Translate client business goals into clear operational directives. You will provide the "North Star" for the Technical Program Managers (who execute the technical plan) and the Continuous Improvement Engineers (who optimize the flow).
• Performance Monitoring: Ensure the Operation