B2B - Client Success & Activation Manager

About the Team:

The B2B team operates like a startup within CookUnity — an entrepreneurial, fast-paced, and mission-driven group building bold new ways to bring restaurant-quality meals into the workplace. From cold meal delivery to Smart Fridge installations in top-tier offices, we focus on creating extraordinary culinary experiences for business customers while leveraging the power of our chefs and platform.

The role:

As the Client Success & Activation Manager, you will own the full client experience journey for our corporate customers across the Cold Meal and Smart Fridge product lines. From onboarding to satisfaction tracking to events and issue resolution, your goal is to deliver an exceptional, scalable, and human experience.

We're looking for someone who thrives at the intersection of customer experience and operational execution. In this role, you’ll own the customer onboarding and activation process, from kickoff and test activations, to go-live and early-stage optimization. You’ll work closely with Sales, CX, Ops and Product to ensure a seamless, high-impact onboarding journey for our B2B customers.

This is not a traditional support role — we’re looking for someone with strong project management skills, a strategic mindset, and a passion for execution and enablement.

Responsibilities:

Customer Experience Strategy & Execution

• Manage and continuously improve the full B2B customer support journey (Zendesk, chat, email, feedback channels)
• Oversee issue resolution flow and coordinate cross-functional responses to maintain high-quality service standards
• Manage customer support and its customer support agents
• Own customer satisfaction KPIs such as CSAT, response/resolution times, and ticket categories

Onboarding & Menu Planning (Smart Fridge Only)

• Collaborate with Sales, AM and Ops to create onboarding plans and Smart Fridge menus customized to each client’s needs and facility capabilities
• Lead the onboarding process for new Smart Fridge users, ensuring a seamless and high-touch implementation and activation.

Customer Feedback & Insights

• Track issue types, support themes, and friction points; compile monthly reports and recommendations.
• Review post-activation and quarterly client surveys gathered by accounts managers to review insights on satisfaction and areas of improvement
• Proactively identify accounts showing friction and flag them to Sales or Account managers

Field Launch Event & Tasting Coordination

• Create the Tasting Experience for Smart Fridge products: coordinate and execute tastings with new clients or prospects
• Manage logistics, menu curation, and guest experience for each event
• Collect feedback and track activation metrics such as attendance, conversion rate, and NPS
• Partner with Sales or AM to follow up and turn tastings into successful activations

Support Upsell Readiness (without owning sales)

• Track satisfaction signals and account health, and surface upsell opportunities to Account Managers
• Partner with internal stakeholders to ensure we’re creating long-term value for key clients

Qualifications:

• 4+ years in customer experience, hospitality, account management, or a client-facing role
• Experience managing support tools (Zendesk) and customer satisfaction programs (CSAT, NPS)
• Hospitality background preferred, with proven ability to delight and engage clients
• Analytical mindset and ability to extract actionable insights from feedback and data
• Strong project management and cross-functional collaboration skills
• Excellent written and verbal communication skills
• Familiarity with tools such as Google Workspace, Typeform/Tally (or other survey platforms), and basic automation platforms (Zapier, Airtable, Notion, etc.)
• Tech-savvy and excited to help scale operations through systems and process improvements
• Demonstrated empathy and a customer-first mindset.