Customer Success Manager

Mom's Meals•Ankeny, IA

158d•$102,000 - $119,000•Remote

About The Position

The Customer Success Manager (CSM) builds strong client relationships, drives customer satisfaction and retention, and helps 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. The role calls for strong communication, strategic thinking, problem-solving abilities, and a customer-first mindset. Remote hires must travel to the company headquarters in Ankeny, Iowa, for the first 1–3 days for orientation; the company pays for this travel. Occasional travel may also be required for customer meetings or company events. Mom’s Meals is a home-delivered meal service that has provided fully prepared, refrigerated meal solutions directly to homes nationwide since 1999. It offers tailored nutrition solutions for seniors, patients recovering after discharge, and people managing chronic conditions. The company describes itself as a family-operated business focused on making a difference in people’s lives.

Requirements

Three or more years of 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 strategic thinking, adaptability, and resilience.
Ability to make data-driven decisions.

Nice To Haves

Bachelor’s degree or equivalent experience in Business, Communications, Healthcare Administration, Marketing, or a related field.
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 and 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, including analyzing issues, identifying root causes, working across teams, providing hands-on-keyboard support as needed, and consulting with and managing relationships with clients throughout resolution.
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.