Position OverviewThe 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 ResponsibilitiesAccount Relationship ManagementServe as the primary point of contact for a defined portfolio of client accountsBuild and maintain trusted relationships with key stakeholders within assigned accountsDevelop and execute account plans and success plans to drive value realizationConduct regular check-ins and quarterly business reviews to review performance, adoption and goalsRetention & Renewal SupportOwn retention outcomes for assigned accounts, partnering with Retention Team on renewal timing and termsIdentify at-risk accounts early through health scoring and proactive monitoring, escalating to leadership when neededSupport renewal execution by ensuring documentation, pricing and contractual details are accurate and delivered on timeAddress client concerns and service issues promptly, escalating complex matters as neededAdoption & Value RealizationDrive product adoption by guiding clients through onboarding,



training and ongoing platform usageMonitor usage data and engagement trends to identify adoption gaps and opportunities for expanded valueEducate clients on new features, updates and best practices relevant to their goalsGather and relay client feedback to inform product and service improvementsCross-Functional CollaborationPartner with Sales, Support and Product teams to ensure a seamless client experienceCoordinate with Revenue Operations on account health reporting, forecasting inputs and renewal pipeline visibilityEscalate systemic issues or trends observed across the account portfolio to the appropriate product teamsProcess & ReportingMaintain accurate account records, activity logs and health scores in SalesforceTrack and report on key retention and adoption metrics for assigned accountsFollow established customer success processes and contribute feedback to improve workflows.QualificationsExperience in a customer success, account management or client-facing role within software or a subscription-based industryMust speak French and English, other languages a bonusStrong relationship-building and communication skillsAbility to manage a diverse portfolio of accounts with competing prioritiesAnalytical mindset with comfort using data to identify risk and opportunityProactive, organized and detail-oriented approach to account managementFamiliarity with CRM tools, Salesforce preferred, and customer health scoring frameworksThe role is remote based with occasional travel#J-18808-Ljbffr

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