Customer Success Executive

At Agridence, a Customer Success Executive wears many hats. This role sits at the intersection of customer success, account management, and day-to-day support — and that's intentional. In a lean, fast-moving team, you will be the primary point of contact for your customers across all fronts: onboarding them, supporting them when things go wrong, keeping them engaged, and making sure they keep renewing and growing.

You will own a portfolio of accounts, build deep relationships with key stakeholders, and be the internal voice of the customer across Sales, Product, and Tech. You are expected to be proactive — monitoring adoption signals, flagging risks early, and resolving issues before they become problems. But you will also roll up your sleeves and handle day-to-day support queries, log tickets, chase resolutions, and keep customers informed at every step.

This is not a purely strategic role, and it is not a purely reactive one either. The best candidate will be comfortable owning both — running a quarterly business review in the morning and resolving a product query in the afternoon.

What You Will Do

Customer Onboarding

• Own the full onboarding journey from Sales handover to go-live — coordinating internally across Product, Tech, and Sales

• Build a Customer Success Plan for each account, aligned to the customer's agreed goals and use cases

• Run kickoff calls, manage backend platform configuration, and deliver product training sessions

• Track Time to Value (TTT) and ensure customers reach their first meaningful milestone as quickly as possible

• Spot and manage onboarding risks early — unresponsive stakeholders, scope creep, delayed setup — and escalate where needed

Day-to-Day Support & Issue Management

• Serve as the first point of contact for customer queries, issues, and requests received via email, chat, or call

• Triage incoming issues, log support tickets on Jira, and coordinate resolution with Product and Engineering

• Validate fixes in production before confirming resolution with customers — no false closures

• Communicate clearly and proactively to customers on ticket status, timelines, and outcomes

• Manage support SLAs: 24-hour response for issues handled within CS, 48-hour update for Jira-escalated tickets

• Identify recurring issues and surface them to Product as structured feedback, not just one-off complaints

Adoption & Customer Engagement

• Monitor product usage signals through Pendo — login frequency, feature adoption, active users vs. expected

• Engage customers based on signals, not a forced calendar cadence — every touchpoint should add value

• Run risk playbooks when you detect warning signs: no usage post-onboarding, declining activity, silent customers, low NPS, or stakeholder changes

• Guide customers through new feature releases, prepare training materials, and run enablement sessions as needed

Account Management & Relationship Building

• Be the primary relationship owner for your portfolio — building trust across operational users, champions, and senior stakeholders

• Conduct regular business reviews (QBRs) for key accounts, focused on value delivered and forward-looking outcomes

• Maintain an accurate understanding of each customer's goals, success criteria, and commercial context

• Identify upsell and cross-sell opportunities through your day-to-day interactions and flag them to Sales with context

• Support Sales during renewal conversations and expansion discussions — you know the customer better than anyone

• Flag renewal risks to Sales at least 90-120 days before contract end; no surprise churn

Customer Health & Risk Management

• Maintain monthly health scores across five dimensions: Adoption & Usage, Value Realization, Relationship Strength, Support Experience, and Commercial Outlook

• Classify accounts as Green / Amber / Red and act accordingly — sustain momentum, run proactive check-ins, or trigger immediate recovery plans

• Document all risks, recovery actions, and next steps in HubSpot — if it's not logged, it didn't happen

• For Red accounts, own a formal recovery plan with clear timelines, owners, and milestones

Internal Collaboration

• Work with Product to relay voice-of-customer insights, feature requests, and adoption blockers

• Partner with Engineering and Tech during escalations and custom feature delivery cycles

• Align weekly with Sales on account health, churn risks, renewal pipeline, and expansion signals

• Log all customer interactions, next steps, and risk changes in HubSpot after every engagement

What We're Looking For

Experience

• Minimum 3-4 years in a customer-facing role — Customer Success, Account Management, Customer Support, or a hybrid of all three

• Comfortable managing a portfolio of B2B accounts across different segments and engagement models

• Has handled both strategic account conversations and reactive support queries — and can switch between them fluidly

• Experience in a SaaS, tech, or platform company preferred; agri-tech, commodities, supply chain, or trade finance is a bonus

Skills & Mindset

• Ownership mentality — your accounts are yours; you don't wait to be told something is going wrong

• Proactive by default — you anticipate issues, follow up without being chased, and stay a step ahead of your customers at all times

• Warm, confident communicator — you build genuine rapport with clients quickly, whether in person, on a call, or over email; people enjoy working with you

• Comfortable working with remote and distributed teams — you know how to stay aligned, communicate clearly, and build trust across time zones and cultures without needing to be in the same room

• Calm under pressure — you handle frustrated customers and unresolved bugs with the same steady, professional energy

• Structured and organised — you document decisions, follow up consistently, and keep your CRM clean

• Strong communicator — clear and confident in writing and in meetings, whether with an end user or a C-suite sponsor

• Data-literate — you read usage dashboards and health scores to make decisions, not just to fill in reports

• Curious about product — you take the time to truly understand how the platform works so you can advise customers well

Tools

• HubSpot (or any CRM) — disciplined about logging everything

• Jira or similar — comfortable creating and managing support tickets

• Pendo, Mixpanel, or similar product analytics tools — a strong plus

• Microsoft Teams / Zoom — fluent in remote-first communication

• Excel / Google Sheets — for ad hoc analysis and reporting

AI Literacy

• Comfortable using AI tools (we use Claude) as part of your daily workflow — drafting communications, summarising meeting notes, preparing customer-facing materials, and researching solutions faster

• Able to apply AI practically to CS work: generating first drafts of success plans or QBR summaries, structuring customer feedback, building templates, and cutting time on repetitive tasks

• Not expected to be an AI expert — but you should be curious, willing to experiment, and able to figure out how AI can make you sharper and faster in the role

• Awareness of where AI helps and where human judgement still matters — especially in sensitive customer conversations and escalations

What Makes Someone Thrive Here

• You enjoy the variety. Some days you're running a QBR; other days you're debugging a user access issue. You don't see that as beneath you — you see it as knowing your customers inside out.

• You're comfortable with ambiguity. Processes are defined but still evolving. You help improve them, not just follow them.

• You care about outcomes, not optics. You'd rather quietly fix a problem before the customer notices than escalate something you could have resolved.

• You're a team player. CS at Agridence is collaborative — with Sales, Product, and Tech. You know when to loop others in and when to own it yourself.