Customer Success Manager EMEA



Customer Service, Sales & Business Development
Europe · Remote
Posted on Saturday, May 25, 2024
Team: Customer Success
Location: Remote (Must live in EMEA)
Who We Are: We are a fast-growing, young and experienced, climate tech company committed to reversing climate change. How do we reach this lofty goal? By disrupting the agriculture industry!Founded by globally-recognized innovators in science and ag technology, Regrow is unlocking the power and profitability of resilient agriculture across the supply chain — from growers to global food brands. Regrow combines best-in-class agronomy, soil and carbon modeling, and innovative data collection to deliver customized, site-specific and scalable solutions to the agri-food industry.Our customers are frontrunners in agri-food and ag-tech, ranging from global market operators, project developers, global food brands, and independent farmers. We help partners measure their impact on the environment, model and implement changes that will be environmentally and financially sustainable, and track partners’ progress against sustainability goals. We're backed by leading investors, such as Galvanize Climate Solutions, Microsoft's Venture Fund, Cargill, The Grantham Environmental Trust (NCO), AJAX Strategies, and more, all of whom believe in our vision to change the world through resilient agriculture.Our
Mission: Agriculture has the power to reverse climate change. We believe science and technology can help us get there. By providing better, field level, baselines and impact monitoring that will enable parties in the agriculture supply chain to align on incentives and costs for driving the change. Our goal is to use farmland to cool the earth. We have currently monitored 500 million hectares of land in over 45 countries and are running regenerative agriculture programs on 100 million hectares monitored by our science and tech. This year alone, with just one project, our carbon emissions reductions are equivalent to taking 17,000 cars off the road! We are already on our way to a more sustainable planet.
Job Summary:
Regrow is looking for a passionate and customer-centric Customer Success Manager to join our team and grow our Enterprise customers. As a Regrow CSM, you’ll guide customers to deploy Regrow solutions successfully and ensure they gain business value on the path to their desired outcomes. Equipped with the knowledge of what it takes for customers to succeed with Regrow, you will serve as the voice of your customers cross-functionally, providing feedback to the Product team and broader business. In this role, you will work closely with the product, sales, science, and the global customer success team members to ensure customer success, satisfaction, expansion and retention.

What you will do

  • Become an expert in Regrow products and offerings and how they best connect with customers’ goals to drive ROI
  • Maintain ownership of a portfolio of customers, managing relationships at all levels within customers organizations to ultimately drive adoption, retention, and growth
  • Develop a deep understanding of your customers’ business objectives and desired outcomes, acting as a strategic partner to help educate and guide your customers along their sustainability journey
  • Partner with your customers in co-creating joint success plans that include success metrics, deliverables and timelines, adoption, and growth plans that will boost product adoption by stakeholders and maximize impacted hectares
  • Execute all phases of the post-sales customer journey, including program deployment plans, onboarding, business performance reviews, roadmap advisory, and renewal touchpoints
  • Provide customers with support across technical, agriculture, and program-related questions, in collaboration with Regrow stakeholders, including the Product Support Specialists
  • Quarterback customer program deployments, coordinating and collaborating across functional subject matter experts (Protocols, Environmental & Data Sciences, Product, and Support) to ensure deliverables and timelines are met
  • Maintain up-to-date customer records in Regrow CRM (Hubspot) to monitor and expand customer health
  • Maintain up-to-date customer project plans in Regrow Project Management Tools (Asana) to coordinate with stakeholders across Regrow
  • Partner closely with Sales counterparts to build and maintain strategic Account Plans, nurture executive relationships, and identify expansion opportunities
  • Serve as the voice of your customers by surfacing key trends and insights back to our
  • Product and senior leadership teamBecome an expert on Regrow’s suite of products to confidently lead technical conversations with both technical and non-technical stakeholders
  • Travel to attend customer on-site field days and represent Regrow at key events if required
  • Be a part of building and evolving the global Customer Success function as we scale!

Your background

  • Experience working in the Agritech/Sustainability industry is required.
  • 7+ years of relevant experience in a Customer Success, Consulting, or Account Management role where you worked with large, complex
  • Enterprise-level accounts, preferably in a B2B SaaS environment
  • Experience in a relevant sustainability or climate-solution space is advantageous (Regenerative Ag, environmental sustainability, carbon, ag tech, climate tech, remote sensing, etc.)
  • Experience managing a book of high-value customer relationships.
  • You’re able to drive customer success and align within complex organizational structures, building trust with a broad range of stakeholders, from C-Suite Executives to Department Leads to day-to-day users
  • Excellent communication skills (written communications, presentations, and verbal communications) with an ability to speak business English and support 1-2 additional languages such as: French, Spanish, German, Italian, Polish, Romanian
  • Experience owning NRR% and proven record of meeting or exceeding targets
  • Process-orientation with exceptional project management results.
  • You’ve expertly managed multiple customer projects, timelines, and deliverables and are able to balance competing priorities (making decisions that best support the customer, the team, and Regrow)
  • Strong cross-functional collaborator with experience partnering across a variety of functional teams to provide a high quality, thoughtful customer experience
  • Self-motivated, proactive team player.
  • You have a bias for action and work effectively in a highly ambiguous, ever-changing environment.
  • You’re able to zoom into granular details and also zoom out to understand the larger strategy and philosophy of how and why decisions are made
  • Customer-centric aptitude - Focused on continuous improvement and support of customer journey by problem-solving and solution orientation
  • Bachelor's degree in a related technical or scientific field
  • Passionate about agriculture and sustainability

Who you are

  • Must have experience working as a CSM in the agriculture and/or sustainability industry. You’re eager to learn the industry and/or segment you’re focused on (Agribusiness, CPG, Retail)
  • Customer-centric at your core. You’re devoted to ensuring your customers’ success, advocating for their needs
  • Stimulated by a highly ambiguous and rapidly changing environment. You value collaboration and teamwork and approach everything you do with energy and drive.

Envision yourself here

  • Does this sound like your dream job? If so, go ahead and apply for the position and we’ll be in touch. We appreciate your interest in Regrow. While it may go without saying once you see the diversity on our current team, we encourage diversity on our team at all levels of the company. We are committed to fostering a diverse, inclusive environment and to encourage these values in everyone on our team. We provide an environment of mutual respect where opportunities are available without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. We believe that diversity and inclusion for people from all walks of life is key to our success as a company.