Customer Success Manager - IQX Americas

FOSS; Eden Prairie (MN); On-site; USD 65,000 - 75,000; Full time

Job summary

FOSS in Eden Prairie, MN is seeking a Customer Success Manager to own a portfolio of key accounts in the Americas for the IQX platform. You will ensure IQX delivers value, manage multi-site customer relationships, and lead migrations from legacy systems with cross-functional teams.

Ideal candidates have 3+ years in customer success or related roles, are fluent in English, and can travel within the region. Spanish or Portuguese is a plus, and experience in food/agriculture helps.

Qualifications

• 3+ years in customer success, implementation or technical account management in B2B software

Responsibilities

• Own a portfolio of key accounts as their main contact for IQX
• Define success with each customer and track it through regular business reviews
• Lead customers through the move from legacy software to IQX with KA, infra and R&D
• Deliver and coordinate role-based training for customer teams and local FOSS offices
• Bring customer feedback, bugs and requests to Product and Support and follow through to resolution
• Collaborate with local FOSS sales and service teams across the Americas and with colleagues in Denmark and Australia
• Help shape how the CS function works as it scales: standards, templates, and onboarding of new team members

Skills

Customer success

Software migrations

Stakeholder management

Cross-functional collaboration

Job description

Do you want to join a global market leader in developing world-class digital solutions? FOSS is on a mission to enable the sustainable use of our planet’s agricultural resources. Our contribution is advanced food analytics - helping secure food quality, reduce waste, and optimize production. With decades of experience serving the world’s largest food companies, FOSS has unique insights and the ideal foundation to create software and systems that empower food analytics.

IQX is the software platform for FOSS. Some of the world's largest food, dairy, grain and feed producers use it to manage their analytical instruments, food safety and supplier quality data.

What you\'ll be doing

We\'re looking for a Customer Success Manager to own a portfolio of key accounts in the Americas, working out of our Eden Prairie office.

This isn't a high-volume, quota-driven role. You\'ll work with a smaller number of large, multi-site customers. Your job is to make sure IQX is doing what they need it to do, and to be able to show it.

Further, you will:

• Own a portfolio of key accounts as their main point of contact for IQX
• Work with each customer to define what success looks like in their terms, then track it through regular business reviews
• Lead customers through the move from our legacy software to IQX, together with Key Account Managers, infrastructure and R&D
• Deliver and coordinate role-based training for customer teams and local FOSS offices
• Bring customer feedback, bugs and requests to Product and Support, and follow them through to resolution
• Work closely with local FOSS sales and service teams across the Americas, and with colleagues in Denmark and Australia
• Help shape how the CS function works as it scales: standards, templates, and onboarding of new team members

We hope to see you bring

• 3+ years in customer success, implementation or technical account management, ideally with B2B software used in industrial, laboratory or regulated environments
• Comfortable with technical users. You don\'t need to be a chemist, but you need to follow conversations about instruments, calibrations and data quality, and know when to bring in an expert.
• Experience running software migrations or implementations across multiple sites
• Able to manage stakeholders across sales, support, product and engineering without formal authority
• Organised and self-directed. You\'ll work with a globally distributed team and a lot of moving parts.
• Fluent English. Spanish or Portuguese is a plus.
• Background in food, agriculture or quality/lab environments is an advantage
• Willingness to travel to customer sites in the region

Why this role?

You'll have direct input into how customer success is done here, and the customers are some of the biggest names in food production. Further, you will be a part of a growing SaaS business within a company with a great purpose!

We would love to hear from you!

If you\’re ready to take the next step in your career and contribute to a purpose-driven organization, we would love to hear from you.

We interview on an ongoing basis, so apply today. Submit your application through the link below. Please note that only applications sent through the link will be considered.

We look forward to receiving your application!

Yearly salary range: $65000-$75000 + benefits.

FOSS is committed to an inclusive culture and a diverse workforce. Please help us keep our recruitment process unbiased by not including a photo or your age in your application.

About FOSS

Today, more than 8 billion people around the world are dependent on nutritional food. Tons of food being produced in a million different ways and under varying conditions, creating challenges all the way from field to fork. One of them, obviously, is the effect it has on climate change.

FOSS helps the world’s 100 biggest food companies, and more than 40,000 others around the world navigate exactly that with intelligent, data-driven and innovative analytical solutions. We are making sustainability a better business, and we’re doing so as the global market leader in our field – improving food quality, minimizing food waste, ensuring food safety, and securing fair payment.

Join a pioneering and innovative company in the food and agriculture industry. A company on a mission, with offices all around the world and 1,750 talented colleagues across 34 different countries.

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