[JOB POSTING] Director / VP of Customer Success

Lumo Overview

Lumo is building the future of agricultural irrigation technology. And there is no better way to ensure food and water security.

By 2050, agricultural production will need to increase by 60% to meet our growing population needs. At the same time, annual global water consumption is predicted to exceed sustainable supplies by 40%. This is a major challenge for our farmers, who already account for 70% of global water use, and 85% in drought-stricken California.

Lumo offers the world’s first smart irrigation value to massively improve irrigation efficiency. Our patented design lets growers optimize every irrigation, reducing costs, protecting crops and improving yields, all while improving farm sustainability. 

In less than 2 years, Lumo has already earned the trust of some of the world’s largest growers, including 5 of the top 10 largest wine growers in the US. Our clients are innovators and leaders in water management, agricultural sustainability, and climate action, and we are proud to further their goals with Lumo’s definitive, unreasonably good client support.

Position Overview

Given how important irrigation is to our customers, our SaaS business model, and our unwavering commitment to our value of being One with Customers, Customer Success is absolutely vital to our long-term growth. We will not be successful unless our customers are receiving massive value from our service and world class support. As such, we need a senior executive to own driving success for our customers. This role will be responsible for Customer Success activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.) by building up the existing internal team and training our channel partners.

Responsibilities

• Drive Customer Success Outcomes

  • Deliver a fast, easy customer experience
  • Keep churn best-in-class for enterprise SaaS
  • Partner with Sales and Marketing to drive up net-revenue-retention (NRR)
  • Influence roadmap by capturing customer insights & data to support business case for key features
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Drive new business growth through greater advocacy and reference-ability

• Define and Optimize Customer Lifecycle

  • Map customer journey
  • Develop listening points in journey (e.g., usage, satisfaction, etc.)
  • Standardize interventions for each point in journey
  • Identify opportunities for continuous improvement

• Design & Manage Customer Success Activities

  • Manage installation partners & scheduling 
  • Onboarding to the Lumo Ops Centre (SaaS platform)
  • Customer Support (Field team + remote support)
  • Quarterly Irrigation Reviews to prove Lumo value and ensure renewals
  • Support sales in Cross-sell / Up-sell
  • Help marketing drive advocacy & referrals
  • Create standardized training and onboarding materials

• Measure Effectiveness of Customer Success

  • Define operational metrics for team
  • Establish system for tracking metrics
  • Create cadence for review within team
  • Expose subset of metrics to executive team, company and board

• Lead World-class Customer Success Team

  • Coach the current CS Team, and all departments to adopt best practices in Customer Success
  • Recruit experienced leaders for each functional role
  • Attract high potential individual contributors into team
  • Create rapid onboarding process for new team members
  • Foster collaboration within team and across customer lifecycle
  • Encourage continuous learning within team

• Enhance Effectiveness and Efficiency Through Technology

  • Support & ticketing systems
  • Capture product feedback & influence roadmap
  • Build and manage CS reporting dashboard for company wide visibility into ticketing and onboarding performance
  • Support Marketing in designing NPS, reference or advocacy solutions

• Inspire Customer Success Across Company

  • Create company-wide culture of Customer Success
  • Align with Marketing around marketing to existing clients
  • Align with Product around driving product roadmap
  • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
  • Align with Finance around measurement and forecasting
  • Align with Executive Team around key metrics and objectives
  • Drive company-wide definition of ideal customer
  • Create company-wide customer feedback loop

Required Experience/Skills

• 5+ years experience in leading customer-facing organizations
• Demonstrated success in building high functioning customer success organisations in start-up/scale-up environments
• Experience building and leading all-star teams 
• Ability to manage influence through persuasion, negotiation, and consensus building
• Strong empathy for customers AND passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Ability to draw useable insights and strategies from data
• Admin experience with managing and customizing CRM and CS platforms (hubspot, salesforce, zendesk, etc.)
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others
• Collaborative with ability to quickly build relationships across levels and disciplines
• Excellent communication and presentation skills
• Relevant Bachelor’s degree 
• Spanish language fluency is a strong plus 
• Climate-tech, ag-tech or B2B SaaS experience a strong plus

Location

• Lumo is headquartered in Santa Rosa, CA. This position is eligible for hybrid work, but in-person presence in the state of California will be required for this position. 

Salary Range

Flexible - $150 - $200K based on experience + equity

Learn more by visiting www.lumo.ag and apply with resume to [email protected].