Customer Success Manager

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.

Salary range: $102,000-119,000 plus 10% bonus

Remote hires will be required to travel to our headquarters in Ankeny, IA (company paid) on their first 1-3 days for orientation.

Benefits Our employees enjoy a generous package of benefits that we are thrilled to provide, and feel is part of what makes us different as an employer. We value our team members, and this is one way we can show it.

Benefits include: -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

Position Responsibilities may include, but not limited to 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

Required Skills and Experience 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

Preferred Skills and Experience 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