Customer Success Manager

Customer Success Manager

The Customer Success Manager serves as the voice of the customer within TARGAN, ensuring that poultry producers implementing TARGAN's advanced hatchery automation solutions receive exceptional support, guidance, and partnership. As adoption of TARGAN technology grows, the CSM strengthens long-term relationships, captures operational insights, and ensures customers achieve measurable value from their equipment and services. The role of the Customer Success Manager (CSM) is to drive high customer experience and satisfaction levels and should act as a trusted advisor for the hatchery workers directly working with the TARGAN systems.

The CSM works closely with hatchery personnel, Field Service Technicians (FSTs), and Key Account Managers (KAMs) to ensure seamless operations, continuous improvement, and a consistent feedback loop that enhances TARGAN's products, services, and customer experience.

Key Responsibilities

Customer Advocacy & Relationship Management

• Serve as the primary customer advocate and trusted advisor for hatchery-level stakeholders, including complex/live production managers, hatchery managers, operators, and technicians.
• Build strong, lasting relationships through on-site visits, proactive communication, and a deep understanding of customer operations.
• Maintain a strong customer focus to support TARGAN's goals for growth, profitability, and service excellence.

Operational Performance & Insights

• Maintain and optimize system performance to meet or surpass defined accuracy and operational throughput commitments.
• Analyze hatchery performance data to identify trends, opportunities, and challenges related to uptime, throughput, reliability, and cost of ownership.
• Provide actionable recommendations that help customers optimize their use of TARGAN systems.
• Support customers in understanding and capturing ROI, sharing key success metrics with producers and internal stakeholders.

This includes analyzing and delivering performance information with recommendations for solutions to the customer's needs and expectations for performance, reliability, and cost of ownership.

Training & Best Practices

• Deliver hands-on training and guidance to hatchery teams on TARGAN equipment, emphasizing best practices and operational consistency.
• Provide structured feedback to installation, operations, and field service teams to improve customer experience and equipment performance.

Cross-Functional Collaboration

• Partner closely with FSTs and KAMs to coordinate customer support, manage escalations, and ensure seamless service delivery.
• Maintain accurate and up-to-date customer information across internal systems, ensuring data integrity throughout the customer journey.
• Share customer insights with R&D, Product Management, and Marketing to support product improvements, innovation, and brand positioning.

Industry Expertise & Internal Enablement

• Provide internal training and perspective on poultry industry operations, hatchery workflows, and equipment performance to help TARGAN teams deepen their industry knowledge.
• Gather testimonials, references, and feedback to support marketing initiatives and strengthen TARGAN's market presence.

Scalability & Continuous Improvement

• Consolidate learnings across producers to identify scalable practices and opportunities for operational efficiency and improved system performance.
• Contribute to tactical and operational planning for each hatchery customer, ensuring alignment with TARGAN's strategic objectives.

Travel

• Travel frequently within the assigned regionand internationally when requiredto maintain strong customer engagement and support.

Key Competencies & Skills

• Excellent communication skills and the ability to work effectively in a multi-discipline, multi-cultural environment.
• Naturally outgoing, with strong interpersonal skills and the ability to build trust with customers and internal teams.
• Solid understanding of systematic maintenance principles and hatchery operations.
• Proven experience with capital equipment and recognized experience in poultry hatcheries.
• Strong analytical, organizational, and goal-oriented mindset.
• Ability to translate customer experience into meaningful feedback for TARGAN and respond appropriately.
• Self-starter with strong time-management skills and the ability to achieve agreed-upon goals.
• Fluency in English and preferably the local language of the assigned market.

Education & Experience Requirements

• Bachelor's degree in Business, Engineering, or a related field preferred, or equivalent related professional experience.
• Proven experience with capital equipment and recognized experience in poultry hatcheries.

Note: The customer success manager is not responsible for tech support on the product, however, this role can provide feedback from the various levels within the poultry producer to those teams as necessary.

Working Conditions

Work is performed inside a flex space building consisting of offices, open desk space, laboratory, machine shop, and a manufacturing floor. Level of noise is usually quiet in the office environment and temperature controlled. Noise levels are elevated in the warehouse space where temperatures can vary depending on the outside elements and weather. Travel will be required, including up to multiple trips per year to visit clients, attend conferences and customer sites (hatcheries).

All the above duties and responsibilities are essential job functions for which reasonable accommodation will be made. All job requirements listed indicate the minimum level of knowledge, skills, and/or ability deemed necessary to perform the job proficiently. This job description is not to be construed as an exhaustive statement of duties and responsibilities or requirements. Employees may be required to perform other job-related duties as requested by their supervisor. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.