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Head of Customer Success



Customer Service, Sales & Business Development
St. Louis, MO, USA
Posted on Saturday, June 22, 2024
About Smartwyre

From growers to suppliers to consumers, the agriculture and food ecosystem is facing a fundamental shift that is reshaping the future of food. At Smartwyre, we’re helping our customers adapt to this changing environment by leveraging data and technology to make more informed business decisions. AgTech is poised for digital growth and we’re at the center of that opportunity.

Today, Smartwyre consists of a team of approximately 100 full-time professionals organized across our Product, Engineering, Customer Success, Data Operations, Marketing, Sales, and Corporate functions.

We’re a "remote-first" company with core teams in Denver, CO; Raleigh-Durham, NC; and London, United Kingdom. Come join us!

About The Role

The Head of Customer Success is responsible for developing and implementing strategies to improve customer satisfaction, retention, and growth. This role requires a combination of leadership, customer advocacy, and data-driven decision-making to ensure that customers receive value from a company's products or services. This is a key leadership role on our Customer Success team, working directly with our largest enterprise customers – managing and expanding our most important relationships.

What you’ll be doing at Smartwyre in this leadership role:

Setting a vision: Establishing the overall strategic plan for the customer success directors / managers

Driving strategy: Developing and implementing strategic engagement plans to enhance customer satisfaction, retention, and account growth

Focusing on customers: Ensuring a customer-centric focus across all business functions; analyzing data to drive customer engagement and growth

Communicating ROI: Delivering and communicating ROI throughout the customer lifecycle

Driving business performance: managing the financial model for the team, including projections of costs and new hires, and forecasts of renewal, NRR, and upsell rates

Our Ideal Candidate

You have a passion for working with enterprise customers and will use your 10+ years of experience as a customer success leader to engage with senior leaders and demonstrate ROI

You possess grace under pressure to thrive in a fast-paced environment, maintaining professionalism while under tight timelines

You understand SaaS businesses - with deep knowledge of both the subscription and renewal models

You're a strategic thinker with experience in a consulting capacity – building strategic plans to improve a customer’s business performance using software

You have a "nerdy" passion for leveraging data to connect and deliver value for customers

You embrace owning a number - helping drive success renewals, expanding customer ARR, and managing growth in NRR

Compensation package also includes incentive bonus target and equity options.