Customer Success Manager

Benefits:

Competitive salary

Flexible schedule

Paid time off

Customer Success Manager Job Description

Must live in California with the ability to cover the Central Valley

Field Clock is a fast-growing AgTech start-up searching for flexible go-getters who welcome the challenges of a growing business. We’re specifically looking for a Customer Success Manager who will roll up their sleeves and lead from the trenches. As a key member of the team, the CSM will help craft our customer success strategies, building strong relationships with our top tier customers and collaborating with cross functional leaders internally to deliver consistently excellent customer experiences.

The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, the candidate should have relevant customer facing experience and a track record of analyzing and optimizing usage, adoption and revenue for current high dollar customers.

At Field Clock, we distinguish Customer Success as proactive support and Customer Service as reactive support. The primary focus for the CSM is to proactively manage our top tier customers to ensure they are maximizing their Field Clock features, receive continuous training for existing and new staff and build good will on a regular basis.

Objectives of this role:

Be a local presence for our top customers

Serve as the dedicated single point of contact for assigned customers

Own the entire relationship with assigned customers, including onboarding, implementation, ongoing training, adoption, retention, and satisfaction

Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services

Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings

Maintain existing customer success metrics and data as directed responsibilities

Own the following Scheduled Interactions:

Defined onboarding process for new customers

Monthly Status Meetings

Annual on site visit

Executive Business Reviews (2x-4x per year)

Regular health checks

Regular product training

Own the following Unscheduled Interactions:

Data driven

Emergency

More service tickets than usual

Declining usage

Overdue invoices

Poor Satisfaction Survey or NPS Score

Become proficient with our tech stack, especially Hub Spot

Take ownership of becoming a Product Expert

Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both

Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals

Prepare documentation or visuals of campaign performance for client; analyze trends in CSAT and NPS scores to identify areas for improvement

Work with sales and marketing teams to boost customer referrals and develop case studies

Required skills and qualifications:

Must live in California with the ability to travel within the state

Product Expert

Excellent customer facing skills

Tech savvy (Our tech stack includes : Hub Spot, Slack, Zoom, Loom)

Three to five years of experience in communications, marketing, sales, account management, or customer success

Strong skills in verbal and written communications, strategic planning, and project management

Analytical and process-oriented mindset

Ability to work effectively across multiple departments in a deadline-driven environment

Active team player, self-starter, and multitasker who can quickly adjust priorities

Preferred skills and qualifications

Fluent in Spanish

Agricultural experience is strongly preferred

Flexible work from home options available.