Customer Success Manager
About the job
- A bachelor's degree or equivalent experience in Business, Communications, Healthcare Administration, Marketing, or a related field is preferred.
- At least 3 years of experience in customer success, account management, client services, or related roles.
- Strong relationship-building, communication, and presentation skills.
- 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.
- Problem-solving, systems process, business process, and conflict-resolution skills.
- Strategic thinking, adaptability, and resilience.
- Data-driven decision-making ability.
- Repetitive motions involving the wrists, hands, and/or fingers.
- Ability to perform sedentary work, including sitting or remaining stationary for prolonged periods.
- Visual perception, including peripheral vision, depth perception, and the ability to adjust focus.
- Build and maintain strong, long-term relationships with customers.
- Serve as the primary point of contact for assigned accounts.
- Conduct operational check-ins and 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, including analyzing issues, identifying root causes, working across teams, providing hands-on-keyboard support as needed, and consulting with and managing relationships 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.
- Travel occasionally for customer meetings or company events as required.
- Experience in healthcare, technology, or service-based industries.
- Experience supporting enterprise or high-value clients.
- Knowledge of customer success key performance indicators and retention strategies.
- Experience working cross-functionally with sales, operations, and implementation teams.
About the company
Mom’s Meals provides home-delivered, dietitian-planned meals for patients and seniors who want to stay independent while managing chronic conditions. Its meals are designed by Registered Dietitians, prepared by chefs in USDA‑inspected kitchens, and delivered to homes or congregate sites across 48 states. The company works with health plans, Medicaid/Medicare programs, and other care entities to offer nutrition solutions tailored to conditions like heart disease, diabetes, and kidney disease, with gluten-free and vegetarian options. What sets Mom’s Meals apart is its focus on healthcare partnerships and program eligibility to support hospital recovery, improve patient outcomes, and reduce readmissions through disease-specific menus and scalable meal delivery. The ultimate goal is to help clients maintain independence and health through proper nutrition.
Company Size
1,001-5,000
Company Stage
N/A
Total Funding
N/A
Headquarters
Ankeny, Iowa
Founded
1999
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Simplify's Take
What believers are saying
- Mom's Meals reported 59,863 donated meals in 2025, signaling operational scale and goodwill.
- The Western Massachusetts pilot targets up to 500 Medicare Advantage members, creating near-term reference customers.
- Health plans need lower readmissions, and Mom's Meals publishes outcome data supporting that thesis.
What critics are saying
- PurFoods settled a data-breach class action for $4.25 million in December 2025.
- The 2023 breach exposed data for 1.2 million people, damaging trust with payers.
- Medically tailored meals face reimbursement dependence; one CMS policy shift can crush demand.
What makes Mom's Meals unique
- Mom's Meals runs medically tailored meals across 70 facilities nationwide, serving 48 states.
- Its 2026 Agilix Health collaboration integrates meals into Medicare Advantage care models.
- PurFoods positions Mom's Meals as food-as-medicine infrastructure, backed by white papers and case studies.
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Benefits
- Hybrid Work Options