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 across EMEA.
• 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 wi

📌 Customer Success Manager (Italia)
🏢 FoodChain ID
📍 Italia