Head of Customer Success

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

📋 Description

• Manage the entire partner lifecycle starting from the handoff of sales through to implementation, adoption, and renewal.

• Collaborate with the sales team to enhance each account and shorten the time from signed contract to active program.

• Initiate and develop Grower Concierge as a distinct business line.

• Recruit, train, and oversee a seasonal team.

• Refine the service playbook, ensuring accountability for quality, outcomes, and unit economics.

• Lead and nurture the implementation, partner success, and concierge teams.

• Establish roles, create hand-off procedures, and define escalation pathways.

• Develop templates, playbooks, and after-action reviews to facilitate repeatable partner launches.

• Identify and report on partner health, grower outcomes, satisfaction, and service costs.

• Act as the primary day-to-day contact for enterprise accounts alongside the founders.

• Transform partner and grower feedback into prioritized insights for product and engineering enhancements.

• Collaborate directly with the founding team as part of the FarmRaise leadership.

⛳️ Requirements

• A minimum of 7 years in customer success, implementation, or account management, with at least 3 years in a leadership role.

• A proven entrepreneurial history of creating initiatives from the ground up and being accountable for their outcomes.

• Ability to navigate ambiguity and make decisions with limited information.

• Experience managing hourly or seasonal teams and instructing them on intricate, rule-intensive tasks.

• Possess executive presence when interacting with enterprise customers and be comfortable representing the company.

• Proficiency in operating metrics and understanding the costs involved in delivering a service.

• Experience in utilizing automation or AI to scale a service team.

• A background in agriculture or familiarity with working alongside farmers is a plus.

• Experience with government, conservation, or carbon programs is advantageous.

• Experience in contact center or managed-service operations is a bonus.

• Must reside in the United States and be authorized to work within the country.

🏝️ Benefits

• Variable compensation based on performance.

• Equity participation.

• Comprehensive health coverage.

• Dental insurance.

• Vision insurance.

• 401(k) retirement plan.

• Flexible paid time off policy.

• Stipend for remote-work setup.

• Occasional travel for partner meetings and team offsites.