Note: The job is a remote job and is open to candidates in USA. FoodChain ID is hiring a Customer Success Manager to own a portfolio of client accounts, focusing on retention and product adoption. The role builds client relationships, supports renewals, drives value realization, and collaborates with cross-functional teams throughout the account lifecycle.
Responsibilities
- 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
- 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
- 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
- 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
- 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
Skills
- 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
Benefits
- Remote work (United States, Eastern Time Zone)
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