Key Responsibilities:

Customer Success & Relationship Management:

- Own relationships with a portfolio of strategic AgriTech customers and become a trusted partner to key stakeholders.

- Develop a deep understanding of each customer's business, operating environment, priorities and objectives.

- Establish strong relationships across business, operations, technology and field teams within customer organisations.

- Proactively engage customers to understand evolving needs, challenges and opportunities.

- Develop and execute customer success plans aligned to customer objectives and measurable outcomes.

Program Launch & Adoption:

- Lead customer onboarding and support the successful launch of new AgriTech programs.

- Develop implementation and engagement plans in collaboration with internal and customer teams.

- Coordinate across product, technology, operations and other internal teams to ensure smooth program execution.

- Drive adoption and engagement following implementation, ensuring that technology becomes embedded into customer workflows.

- Support customer training, product demonstrations and capability-building initiatives where required.

- Monitor program performance and proactively address adoption or engagement gaps.

Customer Engagement & Value Creation:

- Regularly review customer performance, usage and engagement to understand account health.

- Conduct structured customer reviews and communicate program progress, outcomes and opportunities.

- Use data and customer insights to identify areas where our solutions can deliver additional value.

- Understand customer feedback and translate it into actionable recommendations for internal teams.

- Work closely with customers to identify new use cases and opportunities to deepen the relationship.

Issue Resolution & Stakeholder Management:

- Act as a key point of contact for customer queries and operational challenges.

- Understand the underlying business or technical context of customer issues and coordinate with relevant internal teams for resolution.

- Ensure timely follow-up and closure of customer issues.

- Identify recurring challenges and work with internal teams to improve the overall customer experience.

Retention & Account Growth:

- Take ownership of customer health, engagement and retention across assigned accounts.

- Identify potential risks to customer satisfaction or renewal and proactively develop mitigation plans.

- Build strong relationships that support long-term customer retention.

- Identify opportunities for account expansion, new use cases, additional programs and cross-sell/up-sell in partnership with the commercial team.

- Contribute to account planning and revenue growth initiatives.

AgriTech & Industry Engagement:

- Build a deep understanding of our products, technology and the agricultural problems they address.

- Stay current with developments across digital agriculture, traceability, Counterfeiting, Demand Generation, sustainability, agricultural analytics, and agricultural supply chains.

- Bring industry knowledge and customer insights into conversations around product development and business strategy.

- Help customers understand how emerging technologies and data-driven approaches can improve their agricultural operations and business outcomes.

Voice of the Customer:

- Represent the customer's perspective internally and ensure customer needs are clearly understood.

- Partner with product and technology teams to communicate structured customer feedback and requirements.

- Identify common customer challenges, emerging needs and potential product opportunities.

- Contribute to improving products, processes and customer engagement based on real-world customer experience.

What We're Looking For:

- 3 - 6 years of relevant experience in Customer Success, Account Management, Client Success, Program Management, Implementation or a similar customer-facing role.

- Prior experience in AgriTech, Digital Agriculture, Agribusiness Technology or a related agriculture-focused technology environment.

- Strong understanding of the agriculture ecosystem and the ability to engage credibly with customers in the sector.

- Experience working with technology-led products or platforms.

- Strong stakeholder-management and communication skills.

- Ability to understand customer requirements, structure problems and drive them through to resolution.

- Strong project and program management skills with an ability to manage multiple customer initiatives simultaneously.

- Commercial orientation and an understanding of customer retention and account growth.

- Comfortable working with data, dashboards and customer performance metrics.