Head of Customer Success

regrow

125

Remote - US, United States

Posted on: 2023-04-26

Category: agritech

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Expired

Employment type:

Full time

Remote?

Yes

Experience required:

Intermediate

Salary

Salary not provided

About the company:

Transforming our agriculture system is the single most important thing we can do to combat climate change.
That’s why FluroSat and Dagan have combined forces to launch Regrow, a company that empowers the food and agriculture industries to adopt, scale and monetize resilient agricultural practices.

Regrow is a multinational team of scientists, agronomists, engineers, and software developers committed to transforming the supply chain from farm to fork to ensure a prosperous future for people and planet.

Head of Customer Success

Team: Customer Success

Location: Remote

Who We Are:We are a climate tech company committed to reversing climate change. How do we reach this lofty goal? By disrupting the agriculture industry!Founded by globally-recognized innovators in science and ag technology, Regrow is unlocking the power and profitability of resilient agriculture across the supply chain — from growers to global food brands. Regrow combines best-in-class agronomy, soil and carbon modeling, and innovative data collection to deliver customized, site-specific and scalable solutions to the agri-food industry.

Our customers are frontrunners in agri-food and agtech, ranging from global market operators, project developers, global food brands, and independent farmers. We help partners measure their impact on the environment, model and implement changes that will be environmentally and financially sustainable, and track partners’ progress against sustainability goals. We're backed by leading investors, such as Galvanize Climate Solutions, Microsoft's Venture Fund, Cargill, The Grantham Environmental Trust (NCO), AJAX Strategies, and more, all of whom believe in our vision to change the world through resilient agriculture.

Our Mission:

Agriculture has the power to reverse climate change. We believe science and technology can help us get there. Our goal is to use farmland to cool the earth. We are currently monitoring 200 million acres of land in over 45 countries. This year alone, with just one project, our carbon emissions reductions are equivalent to taking 17,000 cars off the road! We are already on our way to a more sustainable planet.

Job Summary

Regrow is looking for a Head of Customer Success who will help scale a team of 6-8 global CSMs across our CPG, Retail and Agribusiness industry segments. Our customers are the lifeblood of Regrow and in driving them toward taking action on their Scope 3 initiatives, you are in turn, driving positive changes for our climate. This customer base consists of several large, strategic accounts as well as enterprise accounts that need to be guided on the best way to utilize the Regrow suite of products to their fullest potential and help build a community that is in need of Regrow’s leadership toward climate action. The customer base is very complex and ranges in value from $200K to $3M per year in terms of revenue.

You will be focused on unlocking the potential of our customer base by empowering the CSM team to adopt and evolve our customer centric sales methodology to ensure the entire customer journey is repeatable and filled with memorable moments that matter. The ultimate gauge for success in this role is to turn our customers into promoters of Regrow and to continue to foster our strong referral network.

The ideal candidate has strong interest in business, technology and climate change, and must be comfortable in a customer-facing role which would require up to 25% domestic and international travel. Our team acts as the customer’s trusted advisor and subject matter expert in using our cutting edge technology to empower action towards climate change and carbon removal.

You will lead the evolution of Regrow’s Customer Success strategy, execution, reporting, and optimization in close partnership with our CRO and ensure there’s an end-to-end customer experience that’s best in class. In this evolution, your team needs to adopt Regrow’s Full Product Mindset in ensuring we provoke the right actions with our customers through knowledge and the courage to collaborate with them as we further define our place within the rich history of the food and commodity supply chain industry. You will be able to optimize workstreams by managing through data, uncover key trends that emerge in our ICP and ensure there’s a focus on how we level up our team through proper coaching and attracting new talent as we grow.

Envision Yourself Here

Does this sound like your dream job? If so, go ahead and apply for the position and we’ll be in touch. We appreciate your interest in Regrow. While it may go without saying once you see the diversity on our current team, we encourage diversity on our team at all levels of the company. We are committed to fostering a diverse, inclusive environment and to encourage these values in everyone on our team. We provide an environment of mutual respect where opportunities are available without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. We believe that diversity and inclusion for people from all walks of life is key to our success as a company.

What you will do

Lead a dynamic team to partner with stakeholders across marketing, sales, product, partnerships and solutions engineering as well as groups outside of the GTM team to further Regrow’s culture of high performance and collaboration

Manage a global team that has a range of strengths and have the ability to understand what works best for each market and adapt to shifting priorities in each geographic region as it pertains to product roadmap

Be a mentor to your team to help build Regrow’s culture of mastery in skills

Partner with our Head of GTM ops to design a customer journey through our CRM and establish key success metrics surrounding Customer Satisfaction, NPS and predictability around Net Dollar Retention

Collaborate extensively with your key stakeholders in marketing, to include product marketing, event marketing and content teams to identify and develop assets for key personas at each stage of buyer’s journey

Close partnership with Event marketing as we’re building an active community of Sustainability leaders that are looking to make measurable change in climate

Create a culture dedicated to growth, collaboration, accountability and respect toward Regrow’s mission and values

Ensure alignment with customer expectations and behaviors to success by understanding deeply what the customers goals around sustainability, carbon project as well as scope 3 emission reductions are and by what date

Drive ongoing engagements with customers to include a proper cadence of touch points, QBRs and bring a creative approach to these interactions so they’re incredibly impactful and create moments that are shareable to make our customers heroes within their respective organizations

Act as the voice of the customer in collaboration with sales, product, marketing, science and engineering to resolve cross-functional priorities and build the best product for our customers

Identify process improvements and recommend improvements through the GTM funnel

Establish key data points to manage and optimize improvements through data trends as they emerge on a monthly basis

Key success metrics for this role include retention of renewals, expansion of revenue, customer satisfaction and cultivating a referral network within our ICP through case studies, PR announcements and an active community

Qualifications

10+ years of customer facing experience

5+ years of customer success experience leading high-performing teams in a high-growth, SaaS environment, working with enterprise level customers and demonstrated success building repeatable processes

Prior experience managing a team responsible for a book of business of $20M+ in revenue from over 50+ customers

Have a clear track record that points to growth at both strategic and tactical levels

Metrics driven; possess a data analytics and process mindset that can build organizational scalability to deliver predictable, repeatable and scalable results

Proven ability to attract, develop, retain and motivate a team, combined with strong leadership skills

An inquisitive nature and a relentless focus on continuous improvement

Experience managing high-value accounts through high-touch partnerships with customers

Experience working in tech environments and familiar with technical concepts

Strong communicator with the ability to explain complex concepts to a variety of stakeholders

Results-driven contributor who can work independently and as part of a virtually-collaborative team

Ability to adapt information & style to the audience, explain difficult concepts concisely, establish consensus, and ultimately gain agreement

Highly curious and willing to stretch, learn, develop, and (at times) be comfortable making decisions without all of the data

Creates cultures dedicated to growth, collaboration, accountability and respect, a value-oriented environment that rewards teamwork, accountability and achievement

Desired Qualifications and Soft Skills

Growth orientation and a bias toward action in an emerging space

Experience in or passion to be in the climate tech space

Competitive - you have a strong desire to exceed expectations and possess a results-oriented mindset

Creative ability to look beyond the standard event playbook and create memorable digital experiences

Experience and desire to being a part of a building GTM organization, where you can seize the entrepreneurial spirit each of us bring to our respective position and thinks outside the box to experiment and bring new energy to an essential industry

Eye on the big picture growth, not transactional in mindset

Deep commitment to building an ethical, world-class company that can change the world through its technology

Experience in a very fast-paced environment with a high level of ambiguity

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