Customer Success Manager
Remote, United States (Eastern Time Zone)Position Overview
The Customer Success Manager (CSM) owns a defined portfolio of client accounts, with a primary focus on retention and product adoption. This role serves as the client's day-to-day point of contact, building trusted relationships that drive ongoing value realization and long-term partnership with FoodChain ID.
The CSM works closely with the Customer Success Director and cross-functional teams to identify risk, support renewal outcomes and ensure clients realize measurable value from FoodChain ID solutions across their account lifecycle.
Key Responsibilities
Account Relationship Management
- 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.
Retention & Renewal Support
- 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.
Adoption & Value Realization
- 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.
Cross-Functional Collaboration
- 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
Process & Reporting
- 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.
Qualifications
- 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
EEO Statement
FoodChain ID, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our Human Resources Department at [email protected].
