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 o Serve as the primary point of contact for a defined portfolio of client accounts o Build and maintain trusted relationships with key stakeholders within assigned accounts o Develop and execute account plans and success plans to drive value realization o Conduct regular check-ins and quarterly business reviews to review performance, adoption and goals * Retention & Renewal Support o Own retention outcomes for assigned accounts, partnering with Retention Team on renewal timing and terms o Identify at-risk accounts early through health scoring and proactive monitoring, escalating to leadership when needed o Support renewal execution by ensuring documentation, pricing and contractual details are accurate and delivered on time o Address client concerns and service issues promptly, escalating complex matters as needed * Adoption & Value Realization o Drive product adoption by guiding clients through onboarding,



training and ongoing platform usage o Monitor usage data and engagement trends to identify adoption gaps and opportunities for expanded value o Educate clients on new features, updates and best practices relevant to their goals o Gather and relay client feedback to inform product and service improvements * Cross-Functional Collaboration o Partner with Sales, Support and Product teams to ensure a seamless client experience o Coordinate with Revenue Operations on account health reporting, forecasting inputs and renewal pipeline visibility o Escalate systemic issues or trends observed across the account portfolio to the appropriate product teams * Process & Reporting o Maintain accurate account records, activity logs and health scores in Salesforce o Track and report on key retention and adoption metrics for assigned accounts o 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