Customer Success Manager

Crop Diagnostix is an innovative AgTech startup using cutting-edge genomics and AI to turn plant signals into actionable insights for farmers and agronomists. As the Customer Success Manager, you will build and own the systems and workflows that ensure a consistent customer experience, while also handling day-to-day customer interactions and questions. Your role will involve auditing existing infrastructure, implementing automated processes, and improving customer registration and onboarding experiences.

Responsibilities:

• Audit our existing CS infrastructure, including HubSpot, onboarding workflows, and customer registration processes, and document what is broken, missing, or manual
• Shadow the agronomy team on customer calls to deeply understand the customer journey and where friction exists
• Take ownership of day-to-day CS tasks currently handled by the agronomy team, including customer registration, inbound question triage, follow-ups, and account tracking
• Be the first point of contact for all inbound customer questions that do not require technical agronomy knowledge, handling them directly and professionally
• Identify your top three highest-leverage infrastructure fixes and present a prioritized action plan
• Build and deploy automated HubSpot workflows to replace manual tracking and reduce repetitive administrative tasks
• Design and implement a scalable customer registration and onboarding process that requires minimal human intervention
• Create a single source of truth for customer account status, replacing disconnected spreadsheets and ad hoc tracking
• Establish clear escalation paths between CS and the agronomy team so customer questions are triaged and routed without bottlenecks
• Use AI tools to draft customer communications, summarize support interactions, and reduce time spent on repetitive writing tasks
• Own all CS infrastructure end-to-end, with documented, repeatable processes for onboarding, registration, question triage, account tracking, and renewal management
• Proactively surface account health signals and flag at-risk customers before they become problems
• Free up meaningful agronomy team capacity by owning workflows and customer interactions that previously required their involvement
• Propose and begin implementing the next phase of CS tooling or automation based on what you have learned

Requirements:

• 2+ years of experience in a customer success, customer operations, or CS management role
• Demonstrated experience building or rebuilding CS workflows and infrastructure, not just inheriting them
• Hands-on HubSpot or other CRM experience, including workflow automation, pipeline management, and reporting
• Strong command of modern CS tooling; able to evaluate, implement, and optimize software without engineering support
• Daily use of AI tools (Claude, ChatGPT, or similar) to work faster and build better -- you treat AI as a core part of your toolkit, not an occasional shortcut
• Comfortable handling a high volume of customer-facing tasks in the short term while building the systems that reduce that volume over time
• Authorization to work in the U.S. (we are not currently offering visa sponsorship)
• Agricultural background is a plus but is not required; intellectual curiosity and willingness to learn the domain quickly is what matters
• Experience in a startup or early-stage company strongly preferred