Customer Success Manager

FoodChain ID Group, Inc; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

FoodChain ID Group, Inc. is seeking a Customer Success Manager to own a defined portfolio of client accounts with a focus on retention and product adoption.

The CSM will act as the day-to-day contact, nurturing relationships and driving measurable value throughout the account lifecycle. You will collaborate with the Customer Success Director and cross-functional teams to identify risk, support renewals, and ensure clients realize value from FoodChain ID solutions.

Qualifications

• Experience in a customer success, account management or client-facing role within software or a subscription-based industry.
• Must speak French and English, other languages a bonus.
• 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.

Responsibilities

• Serve as the primary point of contact for a defined portfolio of client accounts and build trusted relationships.
• Develop and execute account plans to drive value realization and retention.
• Conduct regular check-ins and quarterly business reviews to review performance, adoption and goals.
• Own retention outcomes for assigned accounts and support renewal timing and terms.
• Drive product adoption by guiding clients through onboarding, training and ongoing usage.
• Coordinate with Sales, Support and Product teams to ensure a seamless client experience.
• Maintain accurate account records and health scores in Salesforce.

Skills

Account management

Relationship building

Communication

Data analysis

French language

Tools

Salesforce

Job description

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 rolewithin software or a subscription-based industry.
• Must speak French and English, other languages a bonus
• 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, and customer health scoring frameworks.
  The role is remote based with occasional travel