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Salary: USD 150,000 - 175,000 / annual
FarmRaise helps farmers access programs that pay them for sustainable stewardship. The platform, Passport, enables partners (land-grant universities, government agencies, and major agribusinesses) to launch and manage grower programs—from government grants to conservation and low-carbon incentives like the federal 45Z clean fuel credit. The company is now scaling Grower Concierge, a white-glove service that guides growers from onboarding through audit-ready record management.
As Head of Customer Success, you will own the complete partner lifecycle after contract signature: implementation, ongoing success, renewal, and the Grower Concierge service. This is a builder role with true ownership and immediate impact. You'll scale the existing playbook, treat Grower Concierge as a business you're launching within FarmRaise, and partner directly with the founding team on strategy and execution.
Key responsibilities:
- Own the partner journey from sales handoff through implementation, adoption, and renewal; accelerate time from contract signature to live program.
- Launch and grow Grower Concierge as a standalone business line: hire, train, and manage a seasonal team; evolve the playbook; own quality, results, and unit economics.
- Lead and develop implementation, partner success, and concierge staff; establish clear roles, handoffs, and escalation paths.
- Build a repeatable operating system: convert successful practices into templates, playbooks, and after-action reviews to streamline future partner launches.
- Define and report on partner health, grower outcomes, satisfaction, and cost to serve.
- Serve as the senior day-to-day contact for enterprise accounts alongside founders.
- Translate partner and grower feedback into prioritized product and engineering input.
Requirements:
- 7+ years in customer success, implementation, or account management, including 3+ years leading teams.
- Proven entrepreneurial track record: you've built something from scratch (company, service line, or team) and owned its results.
- Comfort making sound decisions with incomplete information and adjusting quickly.
- Experience managing hourly or seasonal teams and training them on complex, rules-heavy work.
- Executive presence with enterprise customers; comfort being the company's face.
- Fluency with operating metrics and service delivery economics.
- Experience using automation or AI to scale a service team.
Nice-to-haves: agriculture background or farmer experience; government, conservation, or carbon program experience; contact center or managed-service operations background.
