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,

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