Customer Success Manager
About The Position
The Customer Success Manager owns a defined portfolio of client accounts, focusing primarily on retention and product adoption. Serving as clients’ day-to-day point of contact, the CSM builds trusted relationships that support value realization and long-term partnerships with FoodChain ID. The role works closely with the Customer Success Director and cross-functional teams to identify risks, support renewals, and ensure clients realize measurable value from FoodChain ID solutions throughout the account lifecycle. The CSM manages account relationships and success plans, supports retention and renewal activity, drives onboarding and ongoing product adoption, and collaborates with Sales, Support, Product, and Revenue Operations. The role also maintains account information and health scores in Salesforce, tracks retention and adoption metrics, and contributes feedback to improve customer success processes.
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 and comfort using data to identify risk and opportunity.
- Proactive, organized, and detail-oriented approach to account management.
- Familiarity with Salesforce CRM tools.
Responsibilities
- Serve as the primary point of contact for a defined portfolio of client accounts.
- Build and maintain trusted relationships with key stakeholders in 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 in partnership with the Retention Team on renewal timing and terms.
- Identify at-risk accounts through health scoring and proactive monitoring, and escalate 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.
- Guide clients through onboarding, training, and ongoing platform usage to drive product adoption.
- Monitor usage data and engagement trends to identify adoption gaps and opportunities for expanded value.
- Educate clients on relevant new features, updates, and best practices.
- 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 key retention and adoption metrics for assigned accounts.
- Follow established customer success processes and contribute feedback to improve workflows.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
