Customer Success Manager

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Full Time Professional Raleigh, NC, US

Position Summary

The Customer Success Manager serves as the voice of the customer within TARGAN, ensuring that poultry producers implementing TARGAN’s advanced hatchery automation solutions receive exceptional support, guidance, and partnership. As adoption of TARGAN technology grows, the CSM strengthens long‑term relationships, captures operational insights, and ensures customers achieve measurable value from their equipment and services. The role of the Customer Success Manager (CSM) is to drive high customer experience and satisfaction levels and should act as a trusted advisor for the hatchery workers directly working with the TARGAN systems.

The CSM works closely with hatchery personnel, Field Service Technicians (FSTs), and Key Account Managers (KAMs) to ensure seamless operations, continuous improvement, and a consistent feedback loop that enhances TARGAN’s products, services, and customer experience.

Key Responsibilities

Customer Advocacy & Relationship Management

• Serve as the primary customer advocate and trusted advisor for hatchery‑level stakeholders, including complex/live production managers, hatchery managers, operators, and technicians.
• Build strong, lasting relationships through on‑site visits, proactive communication, and a deep understanding of customer operations.
• Maintain a strong customer focus to support TARGAN’s goals for growth, profitability, and service excellence.

Operational Performance & Insights

• Maintain and optimize system performance to meet or surpass defined accuracy and operational throughput commitments.
• Analyze hatchery performance data to identify trends, opportunities, and challenges related to uptime, throughput, reliability, and cost of ownership.
• Provide actionable recommendations that help customers optimize their use of TARGAN systems.
• Support customers in understanding and capturing ROI, sharing key success metrics with producers and internal stakeholders.

This includes analyzing and delivering performance information with recommendations for solutions to the customer’s needs and expectations for performance, reliability, and cost of ownership.

Training & Best Practices

• Deliver hands‑on training and guidance to hatchery teams on TARGAN equipment, emphasizing best practices and operational consistency.
• Provide structured feedback to installation, operations, and field service teams to improve customer experience and equipment performance.

Cross‑Functional Collaboration

• Partner closely with FSTs and KAMs to coordinate customer support, manage escalations, and ensure seamless service delivery.
• Maintain accurate and up‑to‑date customer information across internal systems, ensuring data integrity throughout the customer journey.
• Share customer insights with R&D, Product Management, and Marketing to support product improvements, innovation, and brand positioning.

Industry Expertise & Internal Enablement

• Provide internal training and perspective on poultry industry operations, hatchery workflows, and equipment performance to help TARGAN teams deepen their industry knowledge.
• Gather testimonials, references, and feedback to support marketing initiatives and strengthen TARGAN’s market presence.

Scalability & Continuous Improvement

• Consolidate learnings across producers to identify scalable practices and opportunities for operational efficiency and improved system performance.
• Contribute to tactical and operational planning for each hatchery customer, ensuring alignment with TARGAN’s strategic objectives.

Travel

• Travel frequently within the assigned…