Head of Customer Success and Account Management

About the role

We are seeking a senior client leader to own the post‑sale customer journey for an international portfolio of commercial growers. The role combines leadership of Customer Success, strategic account management, implementation oversight and commercial expansion to turn our digital scouting platform into a core part of crop management.

Key responsibilities

• Own customer health, retention and expansion across the portfolio; build trusted relationships with key stakeholders and personally lead strategic or at‑risk accounts.
• Lead, coach and set priorities for the Customer Success team, introducing structured account plans, health scoring and consistent service standards across markets.
• Own the end‑to‑end onboarding process and ensure high‑quality customer‑facing support by coordinating with Product, Engineering and the Senior Project Manager.
• Oversee account administration, billing readiness and renewal/expansion forecasts, representing the customer voice in product and management discussions.

Required profile

• Several years of hands‑on experience as a Customer Success Manager, Account Manager or similar for complex B2B digital products.
• Proven track record of ownership of retention, renewals, expansion and senior customer relationships, including at‑risk account recovery.
• At least two years of direct people‑management experience, coaching and developing customer‑facing teams.
• Experience moving customers from pilot to scaled enterprise deployment and strong business‑process management skills.

Required skills

• Professional command of English for nuanced executive conversations.
• Strong commercial judgement on contracts, subscriptions, billing and ROI discussions.
• Ability to travel internationally and manage multiple priorities across countries.