Digital Services Customer Success Manager

Digital Services Customer Success Manager

Chicago

Regular

As a trusted partner, our Public Health mission is to make food systems safer, healthier and more sustainable. Throughout our global network in 27 countries, we offer to our customers a wide range of testing and innovative solutions dedicated to preventing health risks related to food, environment and consumer goods. External growth has been a key pillar of our history with more than 40 acquisitions completed in the last 10 years.

If you want to contribute to an inspiring long‑term purpose, to be part of a fast‑growing company on a high‑value market with significant build‑up opportunities, and to grow in an entrepreneurial and warm environment,
join us!

We are looking for a Digital Services Customer Success Manager in 401 N Michigan Ave, Suite 1400, Chicago, IL 60611 USA. Your mission will be to:

Reporting directly to our Global Digital Strategy & Business director, the Digital Services Customer Support & Success Manager will be the primary point of contact for our TTP customers. As such, your role is critical in ensuring a seamless onboarding experience, delivering exceptional support, and gathering actionable feedback to help guide product development priorities. Coordination with sales, marketing, and technical teams will be instrumental in this position, which could evolve towards broader delivery‑management responsibilities.

• Customer Onboarding:
  Lead the onboarding process for new customers, ensuring smooth setup and user training to ensure full adoption of the TTP platform. Continuously refine onboarding and support workflows for efficiency and scalability.
• Customer Support:
  Handle all day‑to‑day customer interactions, troubleshoot issues, and provide timely assistance.
• Customer Success Strategy:
  Proactively identify opportunities to improve customer experience and retention.
• Sales support:
  Provide support to the marketing & sales teams, in particular by participating in meetings with customers and prospects to demonstrate solution value through use cases and demos.
• Escalation Management:
  Act as the first escalation point for customer issues and coordinate resolution with technical teams.
• Feedback Loop:
  Collect and synthesize user feedback to inform development priorities in collaboration with the R&D team.
• Training & Documentation:
  Develop and maintain user guides, FAQs, and training materials to empower customers.
• Performance Monitoring:
  Track customer engagement and success metrics to ensure satisfaction and retention.
• Cross‑Team
  
  Collaboration:
  
  Work closely with the TTP team, including R&D and data science experts, to align on roadmap and improvements as well as account managers, marketing, and sales teams.

• 2–5 years of experience in customer success, technical support, or similar roles.
• Customer‑centric mindset: strong ability to smoothly interact with customers, collect and proactively address customer needs.
• Strong and effective communication as well as problem‑solving skills.
• Strong motivation and business focus with detailed and thoroughly documented follow‑ups.
• Technical affinity with data platforms; familiarity with data science concepts is a plus.
• Experience in the food industry (operations or quality in particular) will be highly valuable.
• Professional fluency in English required.
• This position requires approximately 10–15% international travel. The successful candidate must be able to travel to Europe (specifically France and the Netherlands).

• Compensation Range $100,000 - $120,000 annual salary USD.
• Potential bonus:
  Up to 5% based on performance.

• Comprehensive medical, dental, and vision insurance plans.
• Generous paid time off (PTO) package to support work‑life balance following state and local ordinances.
• Optional 401(k) plan with employer matching contributions.

The information above provides a general overview and may vary based on specific job responsibilities, location, or other factors. Details will be clarified during the hiring process.

Please be advised that we are…