About the role
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 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