Customer Success Manager Job in Hayward, CA

Customer Success Manager

We are looking for a Customer Success Manager to support a portfolio of government contracted accounts in the East Bay, California. This role focuses on strengthening client relationships, guiding accounts through the full-service lifecycle, and partnering with internal teams to maintain a high standard of support. The ideal candidate brings a service-minded approach, strong communication skills, and the ability to turn client feedback into practical improvements.

Responsibilities:

• Manage a group of assigned school accounts and serve as the primary point of contact for day-to-day client needs.
• Guide customers through each stage of the account relationship, from onboarding and ongoing support to issue resolution and retention efforts.
• Hold recurring check-ins with clients to review service performance, address concerns, and identify opportunities to improve satisfaction.
• Partner with operations and nutrition teams to investigate service challenges and coordinate timely, effective solutions.
• Maintain organized account calendars, activity checklists, and client records to ensure follow-through on commitments and next steps.
• Keep customer information, account updates, and service details current within internal tracking systems and CRM tools.
• Monitor service trends, document recurring issues, and recommend process enhancements that improve the customer experience.
• Provide responsive support for inbound client questions and escalate complex matters when needed to protect account health