The Head of Customer Success will build our customer centric infrastructure that ensures successful onboarding, product confidence, and retention/renewal of key accounts. This role will work closely with customers, have hands-on involvement in late-stage deals, will develop a plan for building out the Customer Success function, and will grow a strong team. The Head of Customer Success will drive organic expansion in customer accounts by building value and a world-class experience for customers. The role will also contribute to multi-functional initiatives to apply learnings to the product and to automate processes so that we can extend the value of Customer Success to everyone, regardless of an organization's size or location.

Key Responsibilities:

• Expand the Customer Success function which includs setting the strategic direction for the team, enhancing internal processes, refining key metrics of success, and training a confidentn team of 5 customer service experts.
• Work with internal CS and Sales team to reach top line growth, retention objectives, and upsell revenue goals.
• Provide our customers with clear service levels, superior account management and timely customer support.
• Train internal team to rise to a level of confident and efficient subject matter experts that focus on providing a superior customer service experience for all clients, big and small.
• Collaborate with the product team and share client learnings and challenges to unlock faster growth.
• Champion and lead cross-functional initiatives such as customer journeys, maturity models, voice-of-customer, and product feedback.
• Competency with the tech stack for the Customer Success team which includes Salesforce, HubSpot, Jira
• Familiar with the Net Promoter Score (NPS) process to evaluate customer satisfaction.

Key Requirements:

• 10+ years of relevant experience in Customer Success.
• 3+ years of management experience and building teams from scratch.
• 2+ years of experience in a B2B SaaS software company, preferably at a startup.
• Exceptional verbal and written communication skills.
• Process oriented with demonstrable skills achieving KPIs
• Has experience in successfully projecting and pursuing revenue (e.g., account expansion.
• Collaborates well and enjoys building relationships with others.
• Uses data driven methods to identify gaps and opportunities for the team and company
• Passionate in either sustainability or agriculture sectors
• Team player, passionate about mentoring/coaching others

Compensation:

• Starting range is $135,000 annual base, plus uncapped commissons, bonus opportunities and equity

Job Type: Full-time

Pay: From $135,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Vision insurance
• Work from home

People with a criminal record are encouraged to apply

Application Question(s):

• Will you now or in the future require sponsorship to work in the US?

Work Location: Remote