Customer Success Manager

Mom's Meals•Ankeny, IA

2d•Remote

About The Position

The Customer Success Manager (CSM) is responsible for building strong client relationships, driving customer satisfaction, improving retention, and ensuring clients achieve maximum value from the company’s products and services. The CSM serves as a trusted advisor and primary point of contact for assigned customers throughout the customer lifecycle. This role requires strong communication skills, strategic thinking, problem-solving abilities, and a customer-first mindset. Remote hires will be required to travel to our headquarters in Ankeny, IA (company paid) on their first 1-3 days for orientation.

Requirements

Bachelor’s degree (or equivalent experience) in Business, Communications, Healthcare Administration, Marketing, or related field preferred
3+ years’ experience in customer success, account management, client services, or related roles
Strong relationship-building, communication, and presentation skills
Excellent organizational and project management abilities
Ability to manage multiple priorities in a fast-paced environment
Experience using CRM platforms such as Salesforce, HubSpot, or similar systems
Strong problem-solving, systems process, business process, and conflict-resolution skills
Strong skills in strategic thinking, adaptability and resilience
Data-driven decision making ability

Nice To Haves

Experience in healthcare, technology, or service-based industries
Experience supporting enterprise or high-value clients
Knowledge of customer success KPIs and retention strategies
Experience working cross-functionally with sales, operations, and implementation teams

Responsibilities

Build and maintain strong, long-term relationships with customers
Serve as a primary point of contact for assigned accounts
Conduct operational check-ins, business process reviews, and drive escalated issues to resolution
Develop a deep understanding of customer goals, challenges, and operational needs
Monitor customer health metrics and proactively address risks
Identify opportunities to improve customer satisfaction and retention
Reduce customer churn through proactive engagement and issue resolution
Manage implementation of new and incremental services for aligned clients
Ensure smooth transitions to ongoing support teams
Help customers understand best practices and operational workflows
Act as an escalation point for customer concerns and service issues
Collaborate with internal departments to resolve customer challenges quickly and effectively (i.e. analyze issues, identify root cause, work across teams, provide hands-on-keyboard support as needed, and consult/manage relationship with clients throughout the resolution process)
Advocate internally for customer needs and process improvements
Maintain accurate customer records and engagement activity within CRM systems
Track and report on customer success metrics, risks, and opportunities
Prepare customer status updates and executive summaries as needed
Occasional travel may be required for customer meetings or company events