Senior Manager, Customer Service
Sesame
Job Level
Mid-LevelSenior
About the role
- Act as the customer expert, understanding each grower's objectives, operational challenges, and success criteria, ensuring tailored, impactful experiences.
- Own the onboarding journey, making sure growers attain immediate and ongoing value from our products.
- Evangelize the “greenhouse OS” vision so users adopt Source.ag as their daily operating system.
- Continuously track user adoption metrics (e.g., yield forecast updates, KPI usage) to proactively support growers.
- Identify and measure the tangible value customers derive from our products, aligning adoption behaviors with business goals.
- Ensure customers effectively adopt product features through personalized education, clear communication, and hands-on support.
- Proactively engage and intervene when user adoption falls below expectations through targeted and timely interactions.
- Provide responsive, high-quality support that quickly resolves product inquiries or critical issues.
- Identify opportunities for commercial expansion, nurture champions, and support account executives with grower-focused product insights.
- Capture customer feedback and pain points to prioritize product improvements and better UX and explainability.
- Work closely with Product to translate insights into actionable improvements and deeper workflow integration.
- Co-develop solutions with growers; build, prototype, and hack together solutions with growers.
- Create dashboards and set up tools to monitor adoption metrics, customer success indicators, and customer value creation.
- Continuously improve and automate internal processes to enable scalable growth, including automating repeat journeys with AI tooling and assistants.
Requirements
- Deeply customer-obsessed, passionate about understanding Mexican growers' real-world challenges, and committed to making them successful.
- Extreme curiosity and continuously questioning the status quo; never done learning.
- Strong analytical and data-driven mindset; able to track, interpret, and act on adoption and engagement metrics.
- Excellent communicator, relationship builder, and influencer who thrives in grower-facing interactions.
- Solution-oriented and proactive, capable of creatively solving customer challenges and improving processes.
- Tech-savvy, hands-on, and AI-literate; eager to adopt new tools early to 2x personal productivity every six months.
- Comfortable with being on the road >50% of the time to visit growers at their farms.
- Commitment to diversity and inclusivity; encouraged to apply regardless of background.
