Customer Success Representative (Brilliant Harvest)

AltaML

9d • Remote

About The Position

If you've worked in a B2B2C environment — selling to a business that serves its own customers — and you know that a signed deal doesn't mean adoption, this role is for you. At Brilliant Harvest, our customers are equipment dealerships. Their customers are farmers and construction equipment operators. Your job isn't just to make the dealership happy — it's to help the people inside the dealership become the ones who drive our platform forward. The goal is for dealers to not need you. You get in, build champions, create the habits and tools they need to run with it. This position is perfect for those who find greater fulfillment in empowering others to succeed independently than in being the primary point of contact.

Requirements

• B2B2C experience — you've worked in or alongside businesses that serve their own end customers, and you understand what it takes to drive value at both layers of the relationship.
• Background in customer success, account management, or enablement — ideally in ag, with equipment dealerships, or in a SaaS/technology environment.
• Real familiarity with how equipment dealerships operate — service departments, parts counters, the way decisions actually get made on the floor.
• Proven ability to influence without authority. You've gotten people to change how they work without being their manager — and it stuck.
• A train-the-trainer mindset. You measure success by how well people perform without you, not by how often they call you.
• Experience building scalable enablement tools — not just solving one-off problems for one customer at a time.
• Strong communicator, written and verbal; comfortable presenting to a group on a shop floor or in a Zoom with a leadership team.
• Willing and able to travel up to 50% of the time — dealerships, farm sites, wherever our customers are.
• Remote-capable and self-directed. You own your outcomes.

Nice To Haves

• Some background in content creation is a plus — guides, decks, short videos, anything that works at scale.
• Experience driving adoption of a new tool or process inside a business that didn't ask for change — and actually making it stick.
• The ability to walk into a room as an outsider, earn trust quickly, and leave with people genuinely bought in and ready to run.

Responsibilities

• Identify and train internal champions at each dealership — the people who will carry adoption forward long after your visit.
• Run onboarding and training sessions designed to create self-sufficiency, not dependency. Leave them with the confidence to train their own team.
• Understand the dealership as a business (their metrics, pressures, goals) AND the day-to-day experience of the farmers and operators they serve — and connect both to the value of our platform.
• Track adoption and engagement at the dealership level; identify where things are stalling and help remove the blockers without becoming the bottleneck yourself.
• Build relationships deep enough that your contacts proactively share what's working, what isn't, and what their team needs next — without you having to ask.
• Earn trust and drive change without a mandate. You're not there to tell anyone what to do — you're there to make the better way feel obvious.
• Build training resources — guides, playbooks, short videos — that a dealership team can use on their own, without you in the room.
• Create materials that speak to different roles inside a dealership: service techs, parts advisors, service writers, managers. What motivates each of them is different — and your materials should reflect that.
• Capture dealer wins, customer stories, and real-world use cases that help other dealerships see what's possible and get there faster.
• Be the voice of the customer back to the Product team. You're in the field — you'll hear things nobody else does.
• Document patterns: recurring friction points, unmet needs, what's resonating and what isn't. Bring it back in a form that's useful, not just a running list of complaints.
• Help translate product updates into plain-language communications that actually land with dealer teams — release notes that a service writer would actually read.

Benefits

• Competitive compensation
• ESOP
• Flexible work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed