Customer Success Manager

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

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

Company Overview Mom’s Meals is a home-delivered meal service providing fully prepared, refrigerated meal solutions direct to homes nationwide since 1999. We provide seniors, patients recovering post-discharge and those managing a chronic condition with tailored nutrition solutions to manage their specific needs. If you are passionate about the well-being of others and have a strong sense of community, Mom’s Meals could be the place for you! We are a family operated business looking for fun, compassionate, and friendly people who want to make a difference in the lives of others. EEO Mom’s Meals complies with all applicable federal and state non-discrimination laws. All qualified applicants shall receive consideration for employment without regards to race, religion, national origin, ancestry, color, gender, age, disability, sexual orientation or military status.