Customer Success Manager

Customer Success Manager

Location:

Ankeny, IA (on-site). Remote candidates must travel to the headquarters for 1–3 days of orientation (company‑paid). The role is full‑time and requires occasional travel for customer meetings or company events.

The Customer Success Manager (CSM) builds and maintains strong client relationships, drives satisfaction and retention, and ensures customers realize maximum value from our products and services. The CSM serves as a trusted advisor and primary point of contact throughout the customer lifecycle, requiring excellent communication, strategic thinking, problem‑solving, and a customer‑first mindset.

• Build and maintain long‑term relationships with customers
• Serve as the 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 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 (analyze issues, identify root cause, work across teams, provide hands‑on support, and consult/manage relationships)
• 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 status updates and executive summaries as needed
• Occasional travel may be required for customer meetings or company events

• Bachelor’s degree (or equivalent experience) in Business, Communications, Healthcare Administration, Marketing, or a related field
• 3+ years of 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, Hub Spot, or similar systems
• Strong problem‑solving, systems and business process, and conflict‑resolution skills
• 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

• Repetitive motions involving wrists, hands, and/or fingers
• Sedentary work primarily involving sitting and remaining stationary for prolonged periods
• Visual perception, including peripheral vision, depth perception, and the ability to adjust focus, to perform the job

• 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