Enterprise Customer Success Manager; ECSM

Enterprise Customer Success Manager (ECSM)

• You lead projects that cross teams and hold a date, without formal authority over most of the people doing the work.
• You adjust to the room. A service technician, a feed mill manager, a flock supervisor, a veterinarian, and a VP of Production need the same information delivered five different ways, and you can do all five in a week.
• You are comfortable teaching. Running a training session for a room of operations staff is a normal part of your week.
• You understand your responsibility of being the voice of our Enterprise customers internally. You are the connection between the customer and the Barn Tools Product & Engineering team, and you need to be an advocate for changes and new feature requests.
• You learn quickly and go deep — into swine and poultry production, into our hardware and software, and into how a specific integrator actually operates.
• You build the plan. The timeline, the training schedule, the follow‑up list, and the status update come from you rather than from someone assigning them to you.
• You practice Compassionate Curiosity: you ask real discovery questions, respectfully challenge, and carry what you learn back to the Product & Engineering departments.
• You use data to drive engagement. You can read adoption and alerting data and know which account needs attention before it asks.
• You write clearly and document decisions, so a colleague can pick up your account without a phone call.
• You stay steady when things go sideways. A failed install, a slipped date, or a frustrated executive is a problem to work, not a crisis.

Own the account. Serve as the primary point of contact for a named set of enterprise customers, managing the full post-sale lifecycle against business outcomes and identifying growth within those accounts. Your mission is to delight our customers, maximize customer ROI, and build lifetime value.

Run enterprise deployments. Own the customer side of pilot-to-rollout programs across large grower networks in the US and Canada. This means prioritizing the moments that matter to the customer, understanding how each of them is defining success for each pilot, and working in partnership with sales to ensure every pilot leads to broader adoption and expansion.

Deliver the training. You personally train the customer's operations and staff — service technicians, flock supervisors, feed mill managers, production personnel — on the hardware, the Barn Talk mobile app, and the web portal, virtually or on site. For the grower side of the network, you own the training plan and the communications around it and coordinate delivery with the teams running grower onboarding.

Drive adoption, not just installation. Hardware on the wall is the start. Track whether alerts are configured, call trees are populated, and the Barn Talk app is actually in the hands of the people who need it — and intervene where it is not.

Be the product expert. Teach customers the hardware, the mobile app, and the web portal:
Gateway, Bin Talk Pro, tandem bins, feed alerts, alarm configuration, and account structure including Additional Gateway Owner setup.

Run executive-level reviews. Deliver business reviews that show the customer what they are getting for their spend, in their metrics, not ours.

Advocate internally. Bring continuous, specific feedback to Sales, Marketing, Product, and Engineering, including participation in testing and customer engagement on new functionality.

Document the work. Keep Hub Spot current, post standardized internal call summaries so stakeholders can follow an account without asking, and contribute to the Help Center and internal knowledge base.

Raise the floor. Improve the playbooks, templates, and standards the Enterprise…