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.
Position Responsibilities may include, but not limited to
- 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
Required Skills and Experience
- 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
Preferred Skills and Experience
- 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
Physical Requirements
- Repetitive motions that include the wrists, hands and/or fingers
- Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods
- Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus
Skills Required
- Bachelor's degree (or equivalent experience) in Business, Communications, Healthcare Administration, Marketing, or related field
- 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
- 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
- Repetitive motions that include the wrists, hands and/or fingers
- Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods
- Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus
What We Do
Mom’s Meals is a leading national provider of nutrition solutions and home-delivered meals. Our mission is to help patients and seniors get the nutrition they need to maintain independence while: - Managing chronic health conditions - Living with disabilities or limited mobility - Lacking the desire or energy to prepare and cook healthy meals Healthcare Focus: We partner with health insurance companies, managed care organizations and federal and state supported programs to provide nutrition solutions for their client populations suffering from serious chronic diseases. We are a leading nutrition supplier for Medicaid Waiver and offer programs for Medicare Advantage and Dual Eligible beneficiaries. Our personalized selection of meals aid in the recuperation process post hospitalization, improve patient outcomes and reduce costly readmissions. Specialty health-condition menus support dietary requirements for major chronic diseases impacted by nutrition: Heart Disease, Diabetes, and Renal Disease. Additional menus include Gluten-free and Vegetarian options. Our large selection of meals appeal to a variety of individual tastes and are designed by Registered Dietitians, prepared with fresh ingredients by Chefs in USDA-inspected kitchens and distributed across 48 U.S. states to individuals’ homes or congregate sites. Mom’s Meals is part of PurFoods LLC, a privately held and family owned/operated company based in Iowa.
