Customer Success Manager

Responsibilities

• Manage the Technical Operations team, overseeing the project management of customer onboarding, coordinating remotely with the installation team, and ensuring successful ongoing system performance on each dairy site.
• Lead the Customer Success team to develop and maintain strong client relationships once systems are fully implemented and operational.
• Plan and deliver training sessions for distributors worldwide, ensuring they are equipped to install and support the CattleEye product within their territories.
• Conduct regular remote demonstrations of system features, clearly communicating how the functionality delivers value at farm level.
• Monitor client system usage against predefined KPIs and provide regular reporting to the management team.
• Contribute to future product and process development by feeding customer and operational insights into the product roadmap.
• Perform data analysis on CattleEye system outputs and on‑farm data to address and resolve customer queries.
• Maintain oversight of customer retention metrics, including tracking KPIs such as customer churn.

Qualifications

• Honours degree in Agricultural or Technology related subject (desirable)
• Experience within the agricultural livestock industry preferably dairy (desirable)
• Experience of customer success in a SaaS environment
• Project management experience of on farm (or similar) installation projects
• Experience leading and managing a team
• Fully conversant with a range of CRM tools and processes used in SaaS businesses
• Experience of data analytics tools such as Microsoft Power BI
• An understanding of the dairy industry
• Proficient user of MS office suite
• Excellent interpersonal, presentation and customer relationship skills