Head of Customer Success

FarmRaise Inc.; United States; Remote; USD 150,000 - 175,000; Full time

Benefits offered by this job

Health insurance

Dental coverage

Vision coverage

401(k)

Remote-work stipend

Flexible paid time off

Job summary

FarmRaise in the United States is seeking a senior leader to own the partner journey from sales handoff through implementation, adoption and renewal. You will build and scale Grower Concierge as a stand-alone business line, hiring and leading a seasonal team, while driving quality, results and unit economics.

You will lead implementation, partner success and concierge staff, define roles and escalation paths, and create templates for repeatable partner launches.

Qualifications

• 7+ years in customer success, implementation or account management, including 3+ years leading teams.
• Entrepreneurial track record: built something from scratch and owned its results.
• Comfort with ambiguity and rapid adjustment.
• Experience managing hourly or seasonal teams and training them on complex work.
• Executive presence with enterprise customers and ability to be the face of the company.
• Fluency with operating metrics and cost of delivering a service.
• Experience using automation or AI to scale a service team.

Responsibilities

• Own the partner journey from sales handoff to renewal and partner with sales to grow each account.
• Launch and grow Grower Concierge as a separate business line: hire, train and manage a seasonal team, evolve the playbook, own quality and unit economics.
• Lead and develop implementation, partner success and concierge staff; set roles, hand-offs and escalation paths.
• Create a repeatable operating system with templates, playbooks and after-action reviews for rapid partner launches.
• Define and report partner health, grower outcomes, satisfaction and cost to serve.
• Be the senior day-to-day partner for enterprise accounts alongside the founders.
• Turn partner and grower feedback into input for product and engineering.

Skills

Customer success leadership

Account management

Team leadership

Strategic thinking

Ambiguity navigation

Automation/AI for scaling

Hourly/seasonal team management

Enterprise client management

Cost of delivering a service

Job description

About FarmRaise

FarmRaise helps farmers unlock the programs that pay them for good stewardship. Our platform, Passport, lets partners launch and run grower programs, from government grants to conservation and low-carbon incentives such as the federal 45Z clean fuel credit.

We work with land-grant universities, government agencies and some of the largest agribusinesses in North America. As enterprise partners scale with us, we’re launching Grower Concierge: a white-glove service that guides every grower from welcome to audit-ready records, delivered in our partner’s name.

The role

We’re a nimble, fast-moving team, so you’ll have true ownership from day one and see your impact immediately. You’ll own everything a partner experiences after the contract is signed: implementation, ongoing success, renewal, and the Grower Concierge service their growers rely on. This is a builder role. You’ll take the playbook we’re running today, scale it and make it your own. Treat Grower Concierge like a business you’re launching inside FarmRaise, owning its customers, team, quality and economics. You’ll set the strategy and still be on partner calls and in the details. You’ll be part of our leadership, partnering directly with our founding team. A great first year means partners launch fast and renew, growers finish what they start, and Grower Concierge runs as a profitable, repeatable service.

What you’ll own

• The partner journey. Own the lifecycle from sales handoff through implementation, adoption and renewal, and partner with sales to grow each account. Cut the time from signed contract to live program.

• Grower Concierge. Launch and grow our white-glove grower service as its own business line: hire, train and manage a seasonal team, evolve the playbook, and own quality, results and unit economics.

• The team. Lead and develop implementation, partner success and concierge staff. Set clear roles, hand-offs and escalation paths.

• A repeatable operating system. Turn what works into templates, playbooks and after-action reviews, so every new partner launch is easier than the last.

• Metrics. Define and report partner health, grower outcomes, satisfaction and cost to serve.

• Executive relationships. Be the senior day-to-day partner for enterprise accounts, alongside our founders.

• The voice of the customer. Turn partner and grower feedback into clear, prioritized input for product and engineering.

What you bring

Must-haves

• 7+ years in customer success, implementation or account management, including 3+ years leading teams.

• An entrepreneurial track record: you’ve built something from scratch, such as a company, a new service line or a team, and owned its results.

• Comfort with ambiguity: you make good calls with incomplete information, then adjust fast.

• Experience managing hourly or seasonal teams and training them on complex, rules-heavy work.

• Executive presence with enterprise customers, and comfort being the face of the company.

• Fluency with operating metrics and the cost of delivering a service.

• Experience using automation or AI to scale a service team.

Nice-to-haves

• A background in agriculture, or experience working with farmers.

• Experience with government, conservation or carbon programs.

• Contact center or managed-service operations experience.

The details

This is a remote role based anywhere in the United States, with periodic travel to partners and team offsites. The base salary is $150,000–$175,000, depending on experience, and the total package includes performance-based variable compensation and equity. We also offer competitive health, dental and vision coverage, a 401(k), flexible paid time off and a remote-work setup stipend.

FarmRaise is an equal opportunity employer. We welcome applicants of all backgrounds!