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

#J-18808-Ljbffr

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