[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Mom’s Meals is hiring a Customer Success Manager to build client relationships, improve satisfaction and retention, and help customers get maximum value from its products and services. The role manages customer accounts throughout their lifecycle, resolves issues, supports service implementation, and tracks customer success metrics.

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

Skills

• This role requires strong communication skills, strategic thinking, problem-solving abilities, and a customer-first mindset
• 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
• Bachelor's degree (or equivalent experience) in Business, Communications, Healthcare Administration, Marketing, or related field preferred
• 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

Benefits

• 10% bonus
• PTO
• Holiday pay
• Holiday of choice
• 401(k) match
• Life insurance
• Short-term disability
• Health, dental and vision insurance
• Maternity/paternity leave
• Health savings account (HSA)
• Flex spending accounts (FSA) – health and dependent
• Remote hires will be required to travel to our headquarters in Ankeny, IA (company paid) on their first 1-3 days for orientation.
• Remote work

Company Overview