[Hiring] Customer Success Manager @FoodChain ID Group

Role Description

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 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.
• 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.