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Hectre · 1 day ago

Customer Success Territory Lead: Americas

Yakima, WA

Full-time

Hybrid

Senior Level, Lead/Staff

8+ years exp

Hectre is a New Zealand-based SaaS company with a growing global presence, including teams in the US. They are seeking a Customer Success Territory Lead to oversee the customer lifecycle in the Americas, focusing on onboarding, retention, and strategic expansion while ensuring high standards of customer relationship management.

FarmingQuality AssuranceSoftware

Responsibilities

Own Renewal & Expansion: Maintain accountability for all customer relationship management, renewal, and expansion opportunities for all customers in the territory

NRR Management: Track and maintain the required Net Revenue Retention (NRR) in the region

Cost Management: Ensure customer success expenditure is remaining in agreed levels

Planning: Execute seasonal and resource planning to ensure that all customers are served to the required service levels

Resource Allocation & Coverage: Own the assignment of CSMs to accounts and ensure adequate CS coverage across all accounts in the territory

People Management: Oversee the day-to-day people management of the local CSMS and manage CSMs in the territory to achieve high standards of customer relationship management and service

Process Implementation: Build out processes that are fit for purpose in the region to ensure smooth operations and implement new initiatives as required

Issue Resolution: Drive proactive customer management and ensuring issues are dealt with quickly with the required quality

Onboarding & Adoption: Ensure new customers are onboarded well and driven to success and full adoption

Hardware: Manage hardware requirements for the region and ensure levels are correct for upcoming needs

CRM Maintenance: Maintain the CRM system with accurate customer and activity data

Key Relationship Management: Play a leading role in customer relationship management for key strategic accounts

Discovery: Play a leading role in discovery on complex strategic accounts

Performance Monitoring: Actively monitor and report customer health from the region proactively finding issues and raising to senior leadership as required

Compliance: Ensure annual business reviews are held for all customers and renewal processes are followed

Product Expert: Be a product expert and escalation point for any issues that cannot be handled by the local CSMs

Voice of the Customer: Play a key role between senior leadership and product to act as the voice of the customer in the region

Account Support : Efficiently handle day-to-day customer issues and manage account integrity, including performing calibrations and necessary system maintenance where required

Calibration & Data Accuracy : Execute complex size and colour calibrations, utilising and interpreting large datasets to ensure optimal accuracy and system performance

Qualification

B2B Customer SuccessFluent in EnglishFluent in SpanishLeadershipCommunication SkillsTech-SavvyAg-Tech ExperienceCustomer Relationship ManagementTeam CollaborationAdaptability

Required

Proven B2B Customer Success Experience: 8+ years of Customer Success Management experience in SaaS or similar, with a track record of meeting or exceeding targets; ag-tech experience is a big plus. With a focus on excellent relationship management, upsells, cross sells, technical implementations and customer support

Leadership: A proven track record of leading high performance teams

Outstanding Communication Skills: Able to articulate complex ideas, clearly and persuasively

Tech-Savvy: Comfortable with modern sales tools like HubSpot or Salesforce. Ability to work with complicated dataset is a big plus. Comfortable with hardware and software implementations

Passion for Agriculture: Eager to help growers and packers advance their operations using technology

Motivated & Collaborative: A self-starter who thrives on teamwork, continuous learning, and open feedback

Languages: Fluent English and Spanish. Other languages would be advantageous

Travel Requirements: Our customers are global and spread across the Americas, so the availability to travel up to 4 weeks per quarter is a must for this role