Customer Success Manager

Job Description

Job Description

We are looking for a Customer Success Manager to support a portfolio of government contracted accounts 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

• At least 3 years of experience in account management, customer success, or customer service roles.
• Background supporting clients in education, food service, or the public sector is strongly preferred.
• Strong interpersonal and relationship-building skills with the ability to communicate effectively across client and internal teams.
• Experience using CRM platforms and other administrative systems to manage account activity and customer records.
• Ability to coordinate multiple priorities, track follow-up items, and stay organized in a fast-paced environment.
• Proven problem-solving skills with a focus on resolving service issues in a thorough and timely manner.
• Comfort working with business tools such as reporting platforms, expense systems, and data-processing applications.
• Commitment to delivering high-quality customer service and maintaining a positive client experience.