Edacious · 13 hours ago

Customer Success Lead

Marlborough, MA

Full-time

Remote

Mid, Senior Level

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

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 SystemsCustomer Relationship Management (CRM)Onboarding Process ManagementPerformance Metrics AnalysisData AnalysisTime-Management Skills

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.

A COVER LETTER IS REQUIRED. Applications submitted without a cover letter will not be considered.