Customer Success Manager

FoodChain ID is hiring a Customer Success Manager to own a portfolio of client accounts, focusing on retention and product adoption. The role builds client relationships, supports renewals, drives value realization, and collaborates with cross-functional teams throughout the account lifecycle.

Responsibilities:

• Serve as the primary point of contact for a defined portfolio of client accounts
• Build and maintain trusted relationships with key stakeholders within assigned accounts
• Develop and execute account plans and success plans to drive value realization
• Conduct regular check-ins and quarterly business reviews to review performance, adoption and goals
• Own retention outcomes for assigned accounts, partnering with Retention Team on renewal timing and terms
• Identify at-risk accounts early through health scoring and proactive monitoring, escalating to leadership when needed
• Support renewal execution by ensuring documentation, pricing and contractual details are accurate and delivered on time
• Address client concerns and service issues promptly, escalating complex matters as needed
• Drive product adoption by guiding clients through onboarding, training and ongoing platform usage
• Monitor usage data and engagement trends to identify adoption gaps and opportunities for expanded value
• Educate clients on new features, updates and best practices relevant to their goals
• Gather and relay client feedback to inform product and service improvements
• Partner with Sales, Support and Product teams to ensure a seamless client experience
• Coordinate with Revenue Operations on account health reporting, forecasting inputs and renewal pipeline visibility
• Escalate systemic issues or trends observed across the account portfolio to the appropriate product teams
• Maintain accurate account records, activity logs and health scores in Salesforce
• Track and report on key retention and adoption metrics for assigned accounts
• Follow established customer success processes and contribute feedback to improve workflows

Requirements:

• Experience in a customer success, account management or client-facing role, within software or a subscription-based industry
• Strong relationship-building and communication skills
• Ability to manage a diverse portfolio of accounts with competing priorities
• Analytical mindset with comfort using data to identify risk and opportunity
• Proactive, organized and detail-oriented approach to account management
• Familiarity with Salesforce CRM tools