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Director of Customer Success – Account Management
Raw Ventures. Own customer health, retention and expansion across the portfolio .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer success management, focusing on retention, renewals, and expansion while effectively leading teams and managing complex B2B relationships. Proficient in implementing structured account plans and utilizing CRM tools to enhance customer engagement and satisfaction.
Highest-signal resume keywords
Customer Success ManagementAccount ManagementStakeholder MappingCRM PlatformsPeople Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Journey DesignHealth ScoringRisk ManagementBusiness Process ManagementDigital Product ImplementationContract ManagementBilling ReadinessRenewal ForecastingAgtech Platform AdoptionData Analysis
Soft Skills
Relationship BuildingProblem SolvingAttention to DetailOrganizational SkillsCommercial Judgement
Tools & Technologies
Customer-Success PlatformsCRM SoftwareDashboardsPlaybooksIT Solutions
Industry Keywords
B2B Digital ProductsIT SolutionsAgtechCustomer Health ScoringExecutive Review Cadences
About the role
Key responsibilities & impact- Own customer health, retention and expansion across the portfolio
- Build trusted relationships with key stakeholders and personally lead strategic or at-risk accounts
- Resolve expectation gaps before they become commercial risks
- Lead, coach and set priorities for the Customer Success team
- Introduce structured account plans, customer health scoring and consistent service standards and reporting across markets
- Own the end-to-end onboarding process and customer-facing quality of support
- Coordinate with Product, Engineering and the Senior Project Manager
- Find pragmatic solutions when a standard response is not sufficient
- Oversee account administration, billing readiness and renewal or expansion forecasts
- Represent the customer voice in product and management discussions
- Help customers adopt the company's agtech platform for digital scouting and agronomic decision support
- Convert pilots and limited deployments into long-term scaled relationships and site or hectare expansion
Requirements
What you’ll need- Substantial hands-on experience as a Customer Success Manager, Account Manager, Key Account Manager or comparable client-management role for complex B2B digital products, IT solutions or technology-enabled projects
- 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, including account and success plans, stakeholder mapping, customer journey design, health scoring, QBR or executive-review cadences, risk management and escalation frameworks
- Practical experience with CRM, support and customer-success platforms, dashboards and playbooks
- At least two years of direct people-management experience
- Experience moving customers from pilot or proof of concept to multi-site, enterprise or scaled deployment
- Strong understanding of business-process management, including 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 issues relate to adoption, service, hardware, data or product capability and coordinate the right specialists without overpromising
- Strong commercial judgement with contracts, subscriptions, billing, renewal dates and value or ROI discussions
- Fluent professional English for nuanced customer and executive conversations
- Strong organisation and attention to detail across multiple countries and parallel priorities
Benefits
Comp & perks- Willingness to travel internationally