Customer Success Manager — Drive Adoption & Retention

Mom’s Meals; United States; Remote; USD 102,000 - 119,000; Full time

Benefits offered by this job

PTO & holidays

401(k) match

Life insurance

Short-term disability

Health, dental and vision insurance

Maternity/paternity leave

Health Savings Account (HSA)

Flexible Spending Accounts (FSA)

Job summary

Mom’s Meals is seeking a Customer Success Manager to build strong client relationships, drive satisfaction, and minimize churn across a national client base. You will serve as the primary point of contact, monitor health metrics, and advocate for clients while collaborating with sales, operations and implementation teams.

With 3+ years in customer success, you’ll work in a remote capacity with occasional travel to our headquarters in Ankeny, IA for onboarding and key meetings.

Qualifications

• Bachelor’s degree or equivalent 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.
• Data-driven decision making ability.

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
• 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

Relationship building

Communication

Presentation skills

Project management

Strategic thinking

Data-driven decision making

Customer success

Education

Bachelor’s degree or equivalent in Business/Communications/Healthcare Admin/Marketing

Tools

Salesforce

HubSpot

Job description

Mom’s Meals is seeking a Customer Success Manager to build strong client relationships, drive satisfaction, and minimize churn across a national client base. You will serve as the primary point of contact, monitor health metrics, and advocate for clients while collaborating with sales, operations and implementation teams.

With 3+ years in customer success, you’ll work in a remote capacity with occasional travel to our headquarters in Ankeny, IA for onboarding and key meetings.