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

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📌 Customer Success Manager (Madrid)
🏢 FoodChain ID Group
📍 Madrid