Senior Account Manager

About the role

We’re hiring a Senior Account Manager to support and grow First Bite’s customer base. As part of the Customer Success team, you’ll guide customers through technical implementation and onboarding, drive ongoing account management, and collaborate on day-to-day customer service, including renewals and upsell conversations.

Responsibilities

• Act as the primary contact for your accounts: understand their business goals, challenges in foodservice (distributors, operators, territories), and help them achieve ROI with our platform.
• Configure customer workspaces to align with their sales motion, including CRM setup and data imports.
• Lead onboarding sessions and guide customers through key milestones.
• Partner with customers on foodservice sales strategy.
• Support customers in executing outbound prospecting campaigns.
• Identify expansion opportunities: upsell or cross-sell additional features/modules as customers mature.
• Collaborate cross-functionally with product and sales teams to translate customer feedback into product improvements.
• Maintain account health: track usage metrics, identify risk signals (under-utilization, churn risk), and proactively engage to retain and grow business.
• Prepare account reviews, quarterly business reviews (QBRs), forecasts of renewal/expansion, and contribute to account planning, making data-driven recommendations.

Qualifications

• Experience in account management, customer success, or post-sales role (ideally selling into manufacturing, foodservice, or adjacent industries).
• Experience with CRM systems, structured data, and outbound prospecting workflows.
• Strong ability to build relationships with mid- to senior-level stakeholders (e.g., brand/manufacturer sales directors, category managers, channel leaders).
• Comfortable working directly with customers and troubleshooting in real time.
• Excellent communication skills — able to translate product/features into customer value, and tell a compelling story about how data and software drive business outcomes.
• Self-starter, organized, and operates well in a fast-paced growth environment; adaptable and comfortable wearing multiple hats.
• Experience in foodservice or CPG industry (restaurant chains, distributors, operators) — understanding this channel is a differentiator for our customers and helps you hit the ground running.