Customer Success Manager
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Job Description
Customer Success Manager managing FoodChain ID client accounts, renewals, and product adoption. Partnering cross-functionally to deliver measurable customer value.
Responsibilities:
- Serve as the primary point of contact for a defined portfolio of client accounts
- Build and maintain trusted relationships with key stakeholders
- Develop and execute account plans and success plans
- Conduct regular check-ins and quarterly business reviews
- Own retention outcomes and partner with the Retention Team on renewals
- Identify at-risk accounts through health scoring and proactive monitoring
- Support renewal execution and ensure accurate documentation, pricing, and contractual details
- Address client concerns and service issues, escalating complex matters as needed
- Drive product adoption through onboarding, training, and ongoing platform usage
- Monitor usage data and engagement trends to identify adoption gaps and opportunities
- Educate clients on new features, updates, and best practices
- Gather and relay client feedback for product and service improvements
- Collaborate with Sales, Support, Product, and Revenue Operations teams
- Maintain accurate account records, activity logs, and health scores in Salesforce
- Track and report retention and adoption metrics
- Follow customer success processes and contribute workflow improvements
Requirements:
- Experience in a customer success, account management or client-facing role, preferably 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 CRM tools; Salesforce preferred
- Familiarity with customer health scoring frameworks
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