Customer Success Manager

Remote, United States (Eastern Time Zone)

About the role

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.

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