Customer Success Representative

Purpose

We are looking for a dedicated, energetic, and technically curious Customer Success Representative to support our Digital Farming (GrowSphere) customers. This role is focused on proactive customer engagement, onboarding, education, and ongoing support to help growers get the most value from their automation and digital farming tools.

This position serves as a primary point of contact for new and existing customers. Primarily through scheduled phone and virtual meetings, ensuring they understand how to use the GrowSphere platform and feel confident incorporating it into their daily operations. The ideal candidate enjoys teaching, problem‑solving, and working with innovative agricultural technology while building strong, professional relationships with growers.

Main Responsibilities

Customer Engagement & Success

• Proactively schedule and conduct onboarding sessions for new Digital Farming customers.
• Maintain regular follow‑ups with existing customers to review system usage, adoption, and overall success.
• Serve as a trusted resource to help growers understand and effectively utilize the GrowSphere platform.
• Communicate clearly and professionally with growers of varying technical comfort levels, adapting your approach to each operation.
• Identify opportunities to improve customer outcomes through better system usage, education, or configuration.

Technical Support & Escalation

• Provide basic troubleshooting and guidance for the GrowSphere operating system and connected equipment.
• Identify customers who require additional technical or in‑field support and escalate appropriately to internal teams.
• Recognize when on‑farm visits or advanced support are needed and coordinate handoff to the correct resource.
• Participate in field visits, testing, and troubleshooting activities when appropriate.

Growth Identification & Internal Collaboration

• Identify customers who may benefit from expanding or optimizing their Digital Farming systems.
• Clearly document and pass qualified expansion opportunities to the appropriate Key Account Manager.
• Work closely with sales, technical, and field teams to ensure a smooth customer experience and clear internal communication.

CRM & Process Management

• Accurately document all customer interactions, notes, action items, and follow‑ups in the CRM system.
• Manage a pipeline of scheduled calls, follow‑ups, and inbound customer inquiries.

Track customer engagement and recurring themes to support continuous improvement efforts.

Knowledge and Experience Required

• High School Diploma or equivalent required.
• Agricultural degree or coursework preferred.
• Experience in agriculture, irrigation, ag technology, or related fields strongly preferred.
• Previous experience in customer success, customer support, technical support, or account coordination is a plus.
• Ability to read, write, and speak English clearly and professionally.
• Strong verbal and written communication skills.
• Comfortable spending a majority of the workday on phone calls and virtual meetings.
• Proficient with, or willing to learn, CRM systems.
• Proficient with Microsoft Outlook, Excel, and Word.
• Ability to work independently, manage priorities, and stay organized.
• Self‑motivated, dependable, and team‑oriented.
• Positive attitude with a genuine desire to help customers succeed.
• Enjoys teaching, learning, and continuous improvement.
• Curious, adaptable, and comfortable working in a dynamic ag environment.