Head of Customer Success

Gro Intelligence

New York City, NY, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 05/03/2021
  • Website: gro-intelligence.com
  • Company Address: 12 E 49th St 6th Floor, New York, NY, 10017

About Gro Intelligence

Gro Intelligence has developed the world’s most extensive agriculture data platform. Gain a competitive edge through access to Gro's unparalleled data, analytics, and forecasts from a single platform.

Job Description

Job Description

About Gro:

Gro Intelligence is tackling two of the biggest problems facing the world today: food security and climate change. We understand and quantify the complex interplay between food, weather, trade, agriculture, and macroeconomic conditions in a world upended by climate change, a growing population, and more. The team at Gro has built a platform that allows businesses, non-profits, and governments to better plan for and adapt to these changes. With offices in both Nairobi and New York, Gro has the financial backing of prominent investors such as TPG Growth, Intel Capital, Data Collective, and GGV. Gro is a diverse, intellectually curious team of technologists, scientists, and business professionals united by a shared commitment to build AI that addresses agriculture, food, and our climate on the most fundamental level.


Head of Customer Success

As the lead of this business-critical function, you’ll play a crucial role in providing hands-on as well as strategic guidance to Gro’s customers to maximize the value of the product to them. This starts with prospective customers, guiding them through from demo to implementation to ongoing support. As part of this role, you’ll work in tandem with a range of business functions including sales, marketing, product management & engineering. You will build and lead a team of technology-driven professionals who match Gro’s platform to our customer’s needs to win and maintain successful client outcomes. The ideal candidate will bring a blend of customer-centric stakeholder management, technical knowledge and, most importantly, a genuine passion for helping our customers achieve their goals


What you’ll do

Lead our customer success function including;

  • Develop high touch customer engagement processes for adoption, on-boarding, and support

  • Build and nurture relationships from a customer success perspective with potential & existing enterprise customers

  • Hire, train, and manage a team of dedicated customer success professionals

  • Define operational metrics for the team and effectively report on them

  • Lead demonstrations of product to prospects

  • Lead customer engagement, onboarding and support 

  • Engage and align with other functional teams, including Sales, Product Management and Marketing, to ensure customer success

  • Develop and implement system for customer feedback/issue tracking

  • Act as a conduit between technology and business both to support sales operations as well as promote improvements based on customer feedback


What we're looking for

  • 7+ years’ experience in customer success, ideally for SaaS/IaaS/PaaS/DaaS companies including 3+ years of management experience

  • Demonstrated success implementation of repeatable customer-facing processes 

  • Knowledge of Python data structures and outputs

  • Preferred candidate has experience in the field of data management

  • Good understanding of Hubspot

  • Ability to work well across functions, and lead through persuasion, negotiation, and consensus building

  • Fluency in either Portuguese, Spanish or Mandarin preferred

  • Bachelor’s degree in computer science or related field

Gro was founded in 2014 and currently has offices in Nairobi and New York City. The company was built on diversity and the knowledge that artificial intelligence is only as good as the human intelligence behind it. Gro’s team represents the world it is modeling. At the company, we speak more than 27 languages and we comprise a wide range of experts, from agronomists and crop scientists, to mathematicians, engineers, data scientists, market research analysts, designers, historians, and philosophers. Our culture fosters collaboration between people of extremely different backgrounds that allows us to accomplish things that would otherwise seem impossible. 

Gro Intelligence is proud to be an equal opportunity employer and will consider all qualified applicants regardless of color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, actual or presumed belonging to an ethnic group, or any other legally protected status. If you have a disability or special need that requires accommodation, please let us know.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.