Position Overview

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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

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- Account Relationship Management

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- 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

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- 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

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- 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 info

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