[Remote] Head of Customer Success

Note: The job is a remote job and is open to candidates in USA. FarmRaise is hiring a Head of Customer Success to own partner success after contract signing, from implementation through renewal, and to launch and scale its Grower Concierge service. The role leads the customer-facing teams, builds repeatable operations and metrics, and partners with leadership to improve partner and grower outcomes.

Responsibilities

• The partner journey. Own the lifecycle from sales handoff through implementation, adoption and renewal, and partner with sales to grow each account. Cut the time from signed contract to live program
• Grower Concierge. Launch and grow our white-glove grower service as its own business line: hire, train and manage a seasonal team, evolve the playbook, and own quality, results and unit economics
• The team. Lead and develop implementation, partner success and concierge staff. Set clear roles, hand-offs and escalation paths
• A repeatable operating system. Turn what works into templates, playbooks and after-action reviews, so every new partner launch is easier than the last
• Metrics. Define and report partner health, grower outcomes, satisfaction and cost to serve
• Executive relationships. Be the senior day-to-day partner for enterprise accounts, alongside our founders
• The voice of the customer. Turn partner and grower feedback into clear, prioritized input for product and engineering

Skills

• 7+ years in customer success, implementation or account management, including 3+ years leading teams
• An entrepreneurial track record: you've built something from scratch, such as a company, a new service line or a team, and owned its results
• Comfort with ambiguity: you make good calls with incomplete information, then adjust fast
• Experience managing hourly or seasonal teams and training them on complex, rules-heavy work
• Executive presence with enterprise customers, and comfort being the face of the company
• Fluency with operating metrics and the cost of delivering a service
• Experience using automation or AI to scale a service team
• A background in agriculture, or experience working with farmers
• Experience with government, conservation or carbon programs
• Contact center or managed-service operations experience

Benefits

• Performance-based variable compensation
• Equity
• Competitive health, dental and vision coverage
• A 401(k)
• Flexible paid time off
• A remote-work setup stipend

Company Overview