Customer Success Representative

This is a fully remote position, open to applicants in Canada.

📋 Description

• Identify and develop internal champions at each dealership — individuals who will promote ongoing adoption long after your visit.

• Conduct onboarding and training sessions aimed at fostering self-sufficiency rather than dependency, empowering them to train their own teams.

• Gain a thorough understanding of the dealership as a business (including their metrics, pressures, and goals) as well as the daily experiences of the farmers and operators they serve — and link both to the value of our platform.

• Monitor dealership-level adoption and engagement; pinpoint areas of stagnation and assist in eliminating obstacles without becoming a bottleneck yourself.

• Cultivate relationships that are strong enough for your contacts to willingly share insights on what is effective, what isn't, and what their team requires next — without you needing to prompt them.

• Build trust and foster change without needing a mandate. Your role is not to direct anyone but to make the better approach seem evident.

• Develop training materials — guides, playbooks, and short videos — that dealership teams can utilize independently, without your presence.

• Create content tailored to various roles within a dealership: service technicians, parts advisors, service writers, and managers. Recognize that each role has different motivations, which your materials should reflect.

• Document dealer successes, customer narratives, and real-world use cases that assist other dealerships in recognizing what is achievable and facilitating quicker progress.

• Act as the customer advocate to the Product team. Being in the field, you'll gather insights that others may overlook.

• Record patterns: recurring challenges, unmet needs, what resonates, and what doesn't. Provide this information in a format that is beneficial, not merely a compilation of grievances.

• Assist in translating product updates into clear, accessible communications that effectively reach dealer teams — release notes that a service writer would genuinely read.

⛳️ Requirements

• Experience in B2B2C environments — you have worked in or alongside businesses that cater to their own end customers, understanding how to create value at both levels of the relationship.

• Background in customer success, account management, or enablement — preferably in agriculture, with equipment dealerships, or within a SaaS/technology setting.

• Solid understanding of the operations within equipment dealerships — including service departments, parts counters, and the actual decision-making processes on the floor.

• Demonstrated ability to influence without authority. You have successfully encouraged changes in work practices without being in a managerial role — and those changes have endured.

• A train-the-trainer mentality. You gauge success by how well individuals perform independently, not by how frequently they reach out to you.

• Experience in creating scalable enablement resources — addressing broader issues rather than resolving isolated problems for individual customers.

• Excellent communicator, both written and verbal; comfortable presenting to groups on a shop floor or via Zoom with leadership teams.

• Some experience in content creation is advantageous — whether it be guides, presentations, short videos, or other scalable formats.

• Willingness and ability to travel up to 50% of the time — visiting dealerships, farm sites, or wherever our customers may be located.

• Capable of remote work and self-directed; you take responsibility for your outcomes.

🏝️ Benefits

• Join a high-performing team led by Remi Schmaltz, an entrepreneur with decades of experience in launching and growing agricultural businesses.

• Enjoy a remote-first role that offers a flexible working environment.

• Gain insight into how AI is transforming the operations of equipment dealers, farmers, and contractors.

• Experience a collaborative culture that emphasizes growth, learning, and making an impact.

• Receive competitive compensation, an employee stock ownership plan (ESOP), and comprehensive benefits.