Customer Success Manager

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. 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.