Customer Success Manager
At a glance
Manager-level Customer Success role at FoodChain ID Group. Remote · full-time.
Pay not stated Customer Success Manager salary
remoteroles summary, based on the employer's posting.
What you'll do
- Manage an assigned client portfolio, build stakeholder trust and create success plans tied to measurable outcomes
- Use check-ins and quarterly reviews to discuss account results, product uptake and goals
- Watch account health for early warning signs, address client concerns and coordinate renewal details with the retention team
- Guide onboarding and ongoing platform use, then use engagement patterns to find adoption gaps and share relevant features
- Maintain Salesforce records and health scores, and report account retention and adoption measures
What you bring
- Background in customer success, account management or client-facing work in software or subscription services
- Familiarity with Salesforce CRM
- Strong relationship and communication abilities, plus skill in balancing priorities across accounts
- A proactive, organized approach and comfort using data to identify risks and opportunities
Who this fits
This role suits someone who enjoys owning client relationships, supporting renewals and improving product adoption across an account portfolio. It is remote within the United States and requires an Eastern Time Zone location. You'll work with the Customer Success Director and teams across the organization.
From the employer
Customer Success Manager
Remote, United States (Eastern Time Zone)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.
- 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.
- 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.
- 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
- 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.
- Experience in a customer success, account management or client-facing role, 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 Salesforce CRM tools
FoodChain ID, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our Human Resources Department at [email protected].
Customer Success work from LinkedIn, X, Reddit and Upwork, in one list.
Each morning you get everything that fits, strongest first.
Customer SuccessRemote
Find me workBy the team behind remoteroles.