Head of Customer Success

FarmRaise

5d•$150,000 - $175,000•Remote

About The Position

FarmRaise is seeking a Head of Customer Success to own the customer experience after a partner signs a contract, including implementation, ongoing success, renewal, and the Grower Concierge service. This is a builder role with ownership of the strategy and execution: the successful candidate will scale the existing playbook, develop Grower Concierge as a business line, and own its customers, team, service quality, and economics. The role is part of the leadership team and works directly with the founding team while remaining involved in partner calls and day-to-day details. Success in the first year means partners launch quickly and renew, growers complete their programs, and Grower Concierge operates as a profitable, repeatable service. FarmRaise helps farmers access programs that reward good stewardship. Its Passport platform enables partners to launch and manage grower programs, including government grants and conservation and low-carbon incentives. The company works with land-grant universities, government agencies, and large agribusinesses. Grower Concierge provides white-glove support to growers, guiding them from welcome through audit-ready records on behalf of FarmRaise's partners. This remote role can be based anywhere in the United States, with periodic travel to partners and team offsites. Base salary is $150,000–$175,000 depending on experience; the total package also includes performance-based variable compensation and equity. Benefits include health, dental, and vision coverage, a 401(k), flexible paid time off, and a remote-work setup stipend. FarmRaise is an equal opportunity employer and welcomes applicants of all backgrounds.

Requirements

At least 7 years of experience in customer success, implementation, or account management, including at least 3 years leading teams.
Entrepreneurial track record of building something from scratch, such as a company, service line, or team, and owning its results.
Ability to make sound decisions with incomplete information and adjust quickly.
Experience managing hourly or seasonal teams and training them on complex, rules-heavy work.
Executive presence with enterprise customers and comfort representing 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

Background in agriculture or experience working with farmers.
Experience with government, conservation, or carbon programs.
Contact center or managed-service operations experience.

Responsibilities

Own the partner lifecycle from sales handoff through implementation, adoption, and renewal, partnering with sales to grow each account.
Reduce the time from signed contract to live program.
Launch and grow Grower Concierge as a business line, including hiring, training, and managing a seasonal team; evolving the playbook; and owning service quality, results, and unit economics.
Lead and develop implementation, partner success, and concierge staff; establish clear roles, handoffs, and escalation paths.
Create templates, playbooks, and after-action reviews to make partner launches repeatable and easier to execute.
Define and report metrics for partner health, grower outcomes, satisfaction, and cost to serve.
Serve as the senior day-to-day partner contact for enterprise accounts alongside the founders.
Translate partner and grower feedback into clear, prioritized input for product and engineering.