Director of Customer Success and Account Management

Our portfolio company is hiring a senior client leader to own the post-sale customer journey across an international portfolio of commercial growers. The role combines leadership of Customer Success and related operational teams, strategic account management, enterprise implementation oversight and commercial expansion. Its purpose is to help customers turn the company's platform into an operationally valuable part of crop management, convert successful pilots and limited deployments into long-term scaled relationships, and build a consistently high standard of service across markets.

About Our Portfolio Company

Our portfolio company is an agtech company delivering digital scouting and agronomic decision support for commercial growers, propagators and nurseries, and seed producers. Its proprietary platform combines standard 25x optical zoom cameras with computer vision trained on millions of frames to monitor camera-equipped areas daily, detect early visible signs of more than 20 types of pests, diseases and other plant issues, and turn detections into images, heatmaps, alerts, treatment planning and post-treatment review. The company has customers in Canada, the Netherlands, Greece, the United Kingdom and other markets, and will continue to grow its customer base across these geographies and expand into additional markets worldwide.

Role Mandate

You will have end-to-end ownership of customer outcomes after commercial handover. You will lead the Customer Success team, retain and deepen existing relationships, ensure that support and billing are reliable, and create a clear path from onboarding and pilot delivery to renewal, upsell and site or hectare expansion. You will also act as a senior point of contact for key accounts, including operational and agronomic stakeholders inside greenhouses.

Key Responsibilities

• Own customer health, retention and expansion across the portfolio; build trusted relationships with key stakeholders and personally lead strategic or at-risk accounts, resolving expectation gaps before they become commercial risks.

• Lead, coach and set priorities for the Customer Success team, introducing structured account plans, customer health scoring and consistent service standards and reporting across markets.

• Own the end-to-end onboarding process and the customer-facing quality of support, coordinating with Product, Engineering and the Senior Project Manager, and finding pragmatic solutions when a standard response isn't enough.

• Oversee account administration, billing readiness and renewal or expansion forecasts, and represent the customer voice in product and management discussions.

Required Experience

• Substantial hands-on experience as a Customer Success Manager, Account Manager, Key Account Manager or in a comparable client-management role for complex B2B digital products, IT solutions or technology-enabled projects, with demonstrated ownership of retention, renewals, expansion and senior customer relationships — including difficult conversations and recovery of at-risk accounts.
• Strong command of professional customer-management methods — account and success plans, stakeholder mapping, customer journey design, health scoring, QBR or executive-review cadences, risk management and escalation frameworks — and practical experience with CRM, support and customer-success platforms, dashboards and playbooks.
• At least two years of direct people-management experience, with responsibility for priorities, performance, coaching and development of customer-facing or related teams.
• Demonstrated experience moving customers from pilot or proof of concept to multi-site, enterprise or otherwise scaled deployment, and strong understanding of business-process management — mapping, redesigning and embedding processes and controls.
• Experience implementing digital products or IT systems for corporate customers, or leading an IT support or service-delivery function; ability to diagnose whether an issue is related to adoption, service, hardware, data or product capability and coordinate the right specialists without overpromising.
• Strong commercial judgement working with contracts, subscriptions, billing, renewal dates and value or ROI discussions; fluent professional English for nuanced customer and executive conversations; willingness to travel internationally; strong organisation and attention to detail across multiple countries and parallel priorities.

Preferred Experience

• Knowledge of or experience in agriculture, commercial horticulture, protected cropping, integrated pest management, crop scouting, biological control or crop-protection technology, or relevant education in agronomy or horticulture.
• Experience with computer vision, AI products, IoT or solutions that combine hardware, software and operational change.
• Experience working across European and North American customers and cultures; Dutch or Russian language skills.

Candidate Profile

You combine customer empathy with commercial discipline. You can speak credibly with a grower in the greenhouse, challenge an internal team on a missed commitment, and then give management a concise, evidence-based view of risk and opportunity. You do not wait for customer dissatisfaction to become visible: you create clarity early, align stakeholders and follow through until the outcome is achieved.