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FoodChain ID Group, Inc logo

Customer Success Manager

FoodChain ID Group, Inc
3 days ago
Full-time
On-site
Barcelona, Catalonia, Spain
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.