Customer Success Manager

About Smartwyre

Founded in 2018, Smartwyre is a venture-financed SaaS business delivering enterprise software to large agricultural businesses, operating in a $400 billion global industry. With an estimated 5 million farmers and over 5,000 distributors globally, Smartwyre works across the agricultural supply chain, from large corporations to local farms. Presently, we work from the United States, United Kingdom, Europe, and South America.


We are building a B2B SaaS platform to network together the commercial operations of the companies that supply the world's farmers with seeds, fertilizer, chemicals, and services, with their target markets being the United States, Europe, and Latin America. We aim to first offer SaaS applications to solve key commercial pain points (pricing, costing, quoting), then network these companies using a common data platform (transactional data exchange, product information publication, people networking, and user analytics), and finally empower the network to facilitate new business model amongst network participants.

About the role

As a Customer Success Manager, you'll be a member of our Customer Success team working directly with Smartwyre customers to address customer questions and resolve open issues. You'll work directly in our software and leverage your super-user knowledge to help customers engage and use our software effectively. You will use your passion for customer advocacy to provide continuous feedback to our Product, Engineering, and Professional Services teams so we can better serve our customers.


The company operates a "distributed" business model, but for this role there is a strong preference for candidates who reside close to key customers in Memphis, TN.

Applicants must be authorized to work in the United States without sponsorship. Please note that the company is unable to employ applicants from any of the following states: California, Connecticut, Illinois, Massachusetts, Nevada, New York. New Jersey, Oregon, Pennsylvania, Washington and Maryland.

What you'll do

• Customer management: deliver a positive customer experience by assessing customer needs and working with internal teams to exceed customer expectations
• Engagement growth: drive continued engagement growth by helping customers use our software to drive value
• Strategic thinking: think creatively to identify new ways our customers can create new value from our software
• Customer growth and renewal: use your business acumen to help us identify key growth opportunities and deliver strong customer renewals

Experience

• 3-5+ years of experience in a customer-facing software business, preferably in the software, agriculture, manufacturing, or distribution industries
• A keen passion for detail-oriented work - using your curiosity to use our software to enable value for customers
• Proven ability to relate to customers, helping them use software to drive change and improve business results
• Strong track record building alignment and relationships with business users in large and small enterprises
• Excellent oral and written communication and presentation skills
• Ability to prioritize and manage time effectively - prioritizing key tasks that make the most impact

Benefits

Competitive salary

Private Health (UK - BUPA) / Competitive Health Insurance (US)

Short Term / Long Term Disability Cover (US)

Critical Illness and Income Protection (UK)

Self-directed PTO

Flexible Work Location

Flexible Hours

Pension (UK) / 401k (US)