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F - Customer Success Manager

FoodChain ID Group, Inc

Brazil

  • Full Time
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About the role

Customer Success Manager 

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, preferably within software or a subscription-based industry. 

  • 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.