Enterprise Customer Success Manager – ECSM

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

📋 Description

• Act as the main point of contact for designated enterprise customers throughout the post-sale process.

• Oversee accounts to ensure alignment with business outcomes, optimize customer ROI, and uncover opportunities for account growth.

• Lead pilot-to-rollout initiatives for customer networks across large growers in the US and Canada.

• Establish criteria for pilot success, prioritize impactful milestones for customers, and collaborate with Sales to enhance adoption and expansion.

• Educate operations personnel on hardware, the BarnTalk mobile application, and web portal, either virtually or onsite.

• Develop training plans and communication strategies for growers and coordinate delivery with onboarding teams.

• Promote product adoption by monitoring alert configurations, call trees, and application usage, intervening as necessary.

• Instruct customers on the Gateway, BinTalk Pro, tandem bins, feed alerts, alarm setups, and account structures including Additional Gateway Owner configurations.

• Conduct executive-level business reviews using metrics specific to each customer.

• Offer ongoing feedback to Sales, Marketing, Product, and Engineering while participating in testing and customer engagement for new features.

• Maintain records in HubSpot and generate standardized internal call summaries.

• Enhance the Help Center and internal knowledge repository.

• Refine Enterprise Customer Success playbooks, templates, and operational standards.

⛳️ Requirements

• Minimum of 3 years in Customer Success, Account Management, Consulting, Solution Engineering, or a similar role.

• Excellent communication, consulting, influencing, project management, and relationship-building capabilities.

• Direct experience managing enterprise or strategic accounts with diverse stakeholders.

• Ability to execute structured implementation or rollout programs within deadlines while coordinating groups not directly under management.

• Demonstrated communication and presentation abilities, including providing consultative recommendations to executives and management teams.

• Capacity to comprehend complex issues and articulate their origins in a straightforward manner.

• Technical proficiency with connectivity, sensors, alerting logic, and integrations.

• Self-motivated individual capable of independently managing time and competing priorities.

• Comfortable working remotely with reliable internet access and a quiet workspace.

• Preferred background in agriculture, particularly swine or poultry production, or a genuine interest in learning the industry comprehensively.

• Awareness of biosecurity is a plus.

• Experience with hardware and SaaS products.

• Familiarity with HubSpot, Slack, Asana, Granola, Guru, and contemporary customer success tools.

• Certifications in Customer Success and/or Project Management are preferred.

• Experience with enterprise integrations or data exchange between platforms is preferred.

• An undergraduate degree or an equivalent combination of education and experience is preferred, with a focus on Agriculture, Business, or MIS.

🏝️ Benefits

• $500 reimbursement for home office expenses.

• Company-issued computer.

• Competitive medical, dental, and vision insurance plans.

• Competitive salary and eligibility for employee bonus pool.

• Stock options available.

• Paid time off with no tracked vacation days.

• Paid parental leave.

• Opportunities for paid career development.

• BarnTools merchandise.

• Career advancement based on performance, not office politics.

• Option to work from home for US-based employees or from the Urbandale, Iowa office.