Edacious, PBC · 4 hours ago

Customer Success Lead

Marlborough, MA

Full-time

Remote

Mid, Senior Level

$120K/yr - $165K/yr

5+ years exp

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AgTechPlant-Based Foods

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Responsibilities

Manage the onboarding process for new customers, ensuring a seamless transition and clear understanding of our product, services, and data.

Address customer needs and build trust; serve as the primary contact for customers, addressing questions, concerns, and feedback in a timely manner.

Build the playbook for delivering customer value. Develop and implement strategies to improve customer satisfaction and ensure their goals are achieved.

Measure the impact of customer success initiatives and provide recommendations for improvement.

Gather and analyze customer feedback to inform product development and improve user experience.

Collaborate with the Edacious product and design team to bring customer solutions into our platform.

Advocate for customers’ needs within the organization, ensuring their voices are reflected in our solutions. Proactively engage with our customers to assess satisfaction and identify areas for improvement.

Design and implement scalable workflows and best practices for customer success management. Developing user guides, FAQs, and tutorials to support self-service learning.

Identify and leverage tools to streamline customer interactions and relationship management.

Develop systems for scaling and working through networks via customers bringing in large volumes of producers into our platform.

Track and report on key customer success metrics, such as satisfaction, retention, and outcomes achieved. Track usage, engagement, and other key performance indicators (KPIs) to measure customer success.

Quantify ROI and help customers quantify the value they receive from the product or service based on research.

Measure the impact of customer success initiatives and provide recommendations for improvement.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Success ManagementAgriculture Production SystemsFood Supply ChainsCustomer Relationship Management (CRM)Performance Metrics AnalysisExceptional CommunicationCollaborative Mindset

Required

5+ years of experience in customer success or a related role, preferably in a startup or high-growth environment.

Prior experience in managing customer success initiatives, including onboarding, relationship management, and driving measurable outcomes that enhance customer satisfaction and retention.

Proven track record of building and maintaining strong customer relationships.

Exceptional communication and interpersonal skills; ability to build trust and rapport with diverse stakeholders.

Strong organizational and time-management skills with attention to detail.

Analytical mindset with the ability to track and improve performance metrics.

Proficiency in customer relationship management (CRM) tools and reporting software.

Passionate about agriculture, food, nutrition, and health, with a commitment to making a meaningful impact.

Entrepreneurial spirit with the ability to thrive in a fast-paced, evolving environment.

Collaborative and adaptable, with a customer-first mindset.