Manage a portfolio of client accounts, building trusted relationships and driving retention, renewals, product adoption, and measurable value. Monitor account health and usage, maintain accurate Salesforce records and metrics, and coordinate with internal teams to resolve issues and improve the client experience.
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.
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