Note: The job is a remote job and is open to candidates in USA. Mom's Meals | A Purfoods Company is seeking a Customer Success Manager who will be responsible for building strong client relationships and ensuring customer satisfaction. The role involves serving as a primary point of contact for assigned customers and driving initiatives to improve retention and value from the company's offerings.
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
- 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
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) 6 health and dependent
Company Overview