Head of Customer Success & Operations
Location: Northern California (Napa, Sonoma, Davis or Sacramento, etc.) or Central Valley. Remote/work-from-home position.
Reports to: CEO
Job Overview: We are seeking an experienced and motivated Head of Customer Success & Operations to join Agrology. As an expert in Agrology's customers, you will directly impact the growth of Agrology. This highly-visible position requires you to drive the effectiveness and efficiency of our Customer Success and Operations teams.
Responsibilities:
By the end of the year we’ll have more than doubled the size of our business and expanded into a handful of new verticals and customer types (and needs) with our new product (The Arbiter).
You will lead onboarding, training, customer support, and success at Agrology.
We’re building support infrastructure and processes to support this growth, but need you to take that project through completion and own its continued improvement.
You will take point managing our strategic customers, so our sales team can focus on growth, while assisting you as needed.
You will champion the continued improvement of customer satisfaction and adoption at Agrology.
You will be the voice of Agrology’s customers, own their experience, and shape our business and product around them as we grow. Become a trusted advisor to Agrology customers, deeply understanding their business needs and maximizing the value they derive from Agrology.
Communicate openly and clearly with the customer success and operations teams and all Agrology employees to bring customer focus and clarity to priorities, plans, and activities.
Build, lead and champion a high-performing customer success and operations function at Agrology. You will have management opportunities as we grow and you will lead from the start.
Own and lead the customer journey through onboarding, customer success, solving customer and maintenance issues, managing customer feedback and customer retention, and establishing a clear and repeatable process.
Manage customer onboarding and training, establishing a clear and trusted process.
Serve as our customers' trusted advocate in defining success/objectives with Agrology data and implementing scalable customer support processes, procedures, and systems to reach these goals.
Oversee daily operations to ensure the smooth running of all processes, systems, and process compliance. Implement and maintain operational best practices and standards across the organization.
Track milestones of success, outlining critical success factors and metrics, identifying potential issues, providing recommendations, and driving resolutions.
Oversee field operations and ensure the smooth running of all Agrology’s systems and processes, focusing on process compliance, documentation, and communication with customers.
Actively participate in product management and improvement: understanding customer needs, proactively providing relevant insights, and contributing to development of customer-focused features and products.
Manage installation and maintenance logistics, ensuring timely delivery of products and services to customers.
Develop and monitor operational budgets, ensuring cost-effectiveness and resource optimization.
Implement risk management strategies to identify and mitigate operational risks.
Ensure compliance with industry regulations, safety standards, and company policies.
Qualifications:
3-5 yrs of customer success experience within the tech industry (Climate Tech or agriculture experience a plus), with a focus on building strong customer support teams with a sense of urgency, integrity and customer obsession.
Must be able to operate autonomously and exercise sound analytical judgment.
Must be comfortable working with, analyzing and interpreting data.
Demonstrate leadership skills and incredible communication abilities.
Must have great attention to detail, no customer left behind!
Be able to intuitively identify problems and trends, form strategic solutions, make decisions, and execute.
Experience in building and improving internal processes and structures to effectively manage teams.
Experience with a CRM, preferably HubSpot.
Ability to work through the ambiguity and noise of real world, nature-derived data and translate it into business outcomes that drive value for our customers.
Exceptional project management skills with the ability to manage multiple customer projects.
Experience managing customer relationships (bonus points for experience working with farmers). Obsessed with customers’ experiences, challenges, and goals.
A basic understanding of soil science, agronomy, and the realities of commercial agriculture
A passion for regenerative agriculture, soil health/biology, and ecosystem repair (experience on a working farm is a plus and knowledge of agricultural business and/or regenerative agriculture principles is even better).
Education:
Bachelor’s degree in Environmental Science, Agronomy, Agricultural Engineering, Agribusiness, Information Systems, Engineering, Data Science, Business Management, or a related field.
At minimum, college level science and/or agricultural coursework is required.
About us
Agrology is an early-stage agtech company that leads innovation in the intersection of precision agriculture, regenerative agriculture, and ground-truth environmental monitoring. As a recipient of several National Science Foundation SBIR awards and as a Public Benefit Corporation, Agrology’s mission focuses on enhancing sustainability, profitability, and decision making within agriculture through real-time, ground-truth measurement and predictive insights. The company's ground-breaking technologies empower stakeholders throughout the agricultural supply chain to monitor the impact of and optimize their regenerative programs. Our innovative soil health monitoring system empowers growers, academics, and CPG brands to create a feedback loop with their soil microbiology, tying practices to impacts in soil health, microbial activity, and carbon cycle health.
We value the balance of self-driven motivation and playful collaboration. At Agrology, everyone works in the field. No matter your role, enjoy the perks of spending time out in the fresh air meeting farmers and installing equipment, in addition to job specific duties. All Agrology employees WFH and will travel as needed depending on the role. We trust and empower our team members to get their work done on a schedule that works for them and their managers.
Perks and Benefits
Salary or hourly position depending on the individual. Salary compensation: $80,000 - $100,000 annual base with incentive compensation and stock options.
Benefits: Health, Dental, 401k
PTO: Unlimited sick days (including mental health), unlimited vacation, 10 Federal Holidays
Apply: On LinkedIn or by sending a resume to careers@agrology.ag
Agrology provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.