Customer Success Manager

Momsmeals; Ankeny (IA); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

PTO

401(k) match

Health, dental and vision insurance

Maternity/paternity leave

Job summary

Momsmeals is seeking a Customer Success Manager based in Ankeny, Iowa. The role focuses on building strong client relationships, driving customer satisfaction, and maximizing the value of the company's products and services.

The ideal candidate should have strong communication skills and at least 3 years of experience in customer success or account management. Benefits include PTO, a 401(k) match, and comprehensive health insurance.

Qualifications

• 3+ years’ experience in customer success, account management, or related roles.
• Ability to manage multiple priorities in a fast-paced environment.
• Knowledge of customer success KPIs and retention strategies.

Responsibilities

• Build and maintain strong relationships with customers.
• Serve as the primary point of contact for assigned accounts.
• Track and report customer success metrics.

Skills

Strong relationship-building

Communication skills

Project management

Problem-solving skills

Data-driven decision making

Education

Bachelor’s degree in Business, Communications, or related field

Tools

Salesforce

HubSpot

Job description

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.

Benefits

• PTO, holiday pay and 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

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

Qualifications

• 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
• 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