At TRACT, we are building a more sustainable and resilient food and agriculture industry. Our mission? To remove the burden of data management and resolve the debate on methodology so companies can drive impact. With our SaaS platform, we empower organizations to focus their resources on making a real impact while driving positive change in the industry.

ABOUT THE ROLE

We are seeking a proactive and results-driven Senior Customer Success Manager (CSM) to join our growing team at TRACT. The CSM will play a key role in ensuring our customers achieve their desired outcomes and continuously derive value from our platform. While onboarding is managed by a dedicated technical support team, the CSM will focus on overseeing the onboarding process, building relationships, driving product adoption, minimizing churn, and ensuring long-term customer satisfaction and success.

KEY RESPONSIBILITIES

• Customer Relationship Management: Develop and nurture strong relationships with assigned customers, serving as their primary point of contact post sales hand off. Conduct regular check-ins, quarterly business reviews (QBRs), and strategic discussions to understand customer needs and goals.
• Product Adoption and Engagement: Partner with customers to drive product adoption and ensure they are fully leveraging the platform’s features and capabilities. Identify opportunities for upselling or cross-selling relevant features or services.
• Proactive Support and Problem Solving: Monitor customer health metrics and address risks proactively to ensure high retention rates. Collaborate with internal teams to resolve customer issues, ensuring a seamless customer experience.
• Advocacy and Feedback: Act as the voice of the customer within the organization, providing feedback to product, support, sales, and marketing teams. Champion customer needs and advocate for enhancements or new features based on customer feedback.
• Renewals and Retention: Lead the renewal process, ensuring customer satisfaction and alignment with their evolving needs. Identify possible at-risk accounts early and develop tailored strategies to re-engage them.