F - Customer Success Manager

Customer Success Manager 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 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, and customer health scoring frameworks. Originally posted on Himalayas