Remote Customer Success Manager: Adoption & Renewal

FoodChain ID Brasil; United States; Remoto; USD 90.000 - 140.000; Tempo pieno

Descrizione del lavoro

FoodChain ID Brasil is seeking a Customer Success Manager to own a defined portfolio of client accounts with a focus on retention and product adoption. This remote role serves as the client’s day-to-day contact, partnering with cross-functional teams to drive measurable 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

Competenze

• 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

Mansioni

• 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; 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.

Descrizione del lavoro

FoodChain ID Brasil is seeking a Customer Success Manager to own a defined portfolio of client accounts with a focus on retention and product adoption. This remote role serves as the client’s day-to-day contact, partnering with cross-functional teams to drive measurable 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