Customer Success Manager

• CSR supports the success and retention of Agworld's enterprise grower, farm manager and PCA customers by delivering a high level of product knowledge, proactive client engagement, and structured onboarding support. This role focuses on the permanent and specialty crop market. This is a customer-facing role that requires strong cross-functional collaboration, independent judgement, and initiative in support of scalable business practices.
• Manage a portfolio of enterprise grower, mid-level grower and agronomic accounts to drive platform adoption, increase engagement, and reduce churn.
• Serve as a subject matter expert on platform capabilities, with a focus on job workflows, digital crop planning, compliance submittals and client-facing service delivery.
• Develop tailored onboarding and engagement plans aligned to customer needs, including PCAs, enterprise growers, and their farm managers.
• Identify opportunities to improve client outcomes through product usage insights, additional training, and proactive solution design.
• Develop account-level success plans aligned with client business goals.
• Identify risks to customer success and retention, and implement mitigation strategies.
• Advise customers on workflow optimization and platform utilization.
• Collaborate with internal stakeholders to resolve complex customer needs or feature requests.
• Customer Insights & Continuous Improvement
• Analyze engagement and churn data to uncover trends and recommend improvements to processes.
• Document feature requests and tickets to create feedback loops between customers and the Product team.
• Maintain expertise on Agworld product features and serve as an internal resource for customer use cases.
• Assist in the development and refinement of customer resources, FAQs, and self-service tools.
• Training & Enablement
• Lead onboarding and training sessions for new and existing customers.
• Assist in the setup and configuration of user accounts, data inputs, and subscription tiers.
• Monitor customer engagement metrics and provide timely follow-up to address adoption risks or friction points.
• Maintain product expertise across core and advanced features; communicate system changes or updates to customers as needed.

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