Enterprise Customer Success Manager (ECSM)

BarnTools provides smart barn monitoring solutions, including wireless sensors, gateways, and applications that help swine and poultry operations monitor environmental conditions, feed, and biosecurity. The Enterprise Customer Success Manager will own enterprise accounts, lead customer deployments and training, drive adoption, conduct executive reviews, advocate for customer needs internally, and improve Enterprise Customer Success processes.

Responsibilities:

• Serve as the primary point of contact for a named set of enterprise customers, managing the full post-sale lifecycle against business outcomes and identifying growth within those accounts. Your mission is to delight our customers, maximize customer ROI, and build lifetime value
• Own the customer side of pilot-to-rollout programs across large grower networks in the US and Canada. This means prioritizing the moments that matter to the customer, understanding how each of them is defining success for each pilot, and working in partnership with sales to ensure every pilot leads to broader adoption and expansion
• You personally train the customer's operations and staff — service technicians, flock supervisors, feed mill managers, production personnel — on the hardware, the BarnTalk mobile app, and the web portal, virtually or on site. For the grower side of the network, you own the training plan and the communications around it and coordinate delivery with the teams running grower onboarding
• Hardware on the wall is the start. Track whether alerts are configured, call trees are populated, and the BarnTalk app is actually in the hands of the people who need it — and intervene where it is not
• Teach customers the hardware, the mobile app, and the web portal: Gateway, BinTalk Pro, tandem bins, feed alerts, alarm configuration, and account structure including Additional Gateway Owner setup
• Deliver business reviews that show the customer what they are getting for their spend, in their metrics, not ours
• Bring continuous, specific feedback to Sales, Marketing, Product, and Engineering, including participation in testing and customer engagement on new functionality
• Keep HubSpot current, post standardized internal call summaries so stakeholders can follow an account without asking, and contribute to the Help Center and internal knowledge base
• Improve the playbooks, templates, and standards the Enterprise CS team runs on as we continue to scale

Requirements:

• 3+ years in Customer Success, Account Management, Consulting, Solution Engineering, or an equivalent role with a strong focus on communication, consulting, influencing, project management, and building relationships
• Direct experience owning enterprise or strategic accounts — multi-stakeholder organizations where the buyer, the operator, and the end user are three different people
• Demonstrated ability to run a structured implementation or rollout program to a date, coordinating groups you do not manage
• Proven communication and presentation skills, with real comfort delivering consultative recommendations to executives and management teams over video and in person
• Proven ability to understand complex problems and explain their source simply
• Technical savvy: you can hold a credible conversation about connectivity, sensors, alerting logic, and an integration without handing every question to engineering
• Self-starter who manages time and prioritizes competing demands without being sequenced by a manager
• Background in agriculture — swine or poultry production especially — or a demonstrated willingness to learn the industry to the depth this role requires
• Experience with hardware plus SaaS, where the customer experience includes a physical install and an ongoing subscription
• Familiarity with HubSpot and modern CS tooling, plus the working stack we use day to day (Slack, Asana, Granola, Guru)
• Certifications in Customer Success and/or Project Management
• Experience with enterprise integrations or data exchange between platforms
• Undergraduate degree or an equivalent combination of education and experience, with preference to Ag, Business, or MIS