Customer Success Lead

Building a New Food System on Quality & Quantity Our food systems produce more calories than society needs and are incentivized to yield the greatest quantity of food at the lowest possible cost. We have succeeded in optimizing a single outcome - a calorie rich world. But success has come at a huge toll: a global, multifaceted environmental and health crisis. 25%+ of global GHG emissions are generated from farm to fork and the negative impacts of agriculture, food production and land-use on climate cost us $3 trillion USD per year. Meanwhile, our current diets are responsible for a 70% increase in obesity affecting 1.5Bn people, and the costs of diet-related chronic diseases (heart disease, diabetes, cancer) amount to $13 trillion/year.  At Edacious, we believe food should be plentiful AND nutritious. As the impacts of yield-obsessed food production on human and environmental health become clear, the ability to measure nutrition as easily as we measure yield becomes critical. Why? There's mounting scientific evidence that the healthiest foods come from farming practices that are best for the planet and the most nutritious food is also the most flavorful and sustainable. Our vision is to shift the food system so it may better serve consumers, producers, and our planet and our mission is nutritional transparency. Measure & Compare Food Quality Through a Nutrition & Climate Lens Edacious is a multi-disciplinary technology company. We are chemists, designers, engineers, and systems-thinkers who believe that nutrition can be used as a lever to impact climate change at scale by accelerating the production and demand for healthier, climate-smart foods. To achieve this, we create novel analysis tools and generate actionable data for producers to understand the factors behind more nutritious food providing a roadmap to improve their operations and for buyers to know the nutritional quality of the food they purchase so they can make better decisions for their health, their wallets, and the environment.  The Job At Edacious, PBC, we are dedicated to driving innovation in agriculture and food systems through research, technology, and collaboration. As we scale, we're seeking a Customer Success Lead to work closely with our team to build strong relationships with our customers and ensure their ongoing success.
The Customer Success Lead will play a critical role in ensuring our customers achieve their goals. You will act as the primary point of contact for customers, develop strategies to improve their experience, and work closely with internal teams to ensure we deliver on our commitments. This role focuses on managing customer relationships and aligning our services to support their success.
This is a unique opportunity to play a foundational role in shaping our approach to our customer's experience. If you're an entrepreneurial self-starter with a passion for agriculture, food, nutrition, and health, we'd love to hear from you. We'd love you to have a deep understanding of agriculture production systems and food supply chains.
\n Customer Onboarding & SuccessManage the onboarding process for new customers, ensuring a seamless transition and clear understanding of our product, services, and data.Address customer needs and build trust; serve as the primary contact for customers, addressing questions, concerns, and feedback in a timely manner.Build the playbook for delivering customer value. Develop and implement strategies to improve customer satisfaction and ensure their goals are achieved.Measure the impact of customer success initiatives and provide recommendations for improvement. Customer Feedback, Insights, & AdvocacyGather and analyze customer feedback to inform product development and improve user experience.Collaborate with the Edacious product and design team to bring customer solutions into our platform.Advocate for customers' needs within the organization, ensuring their voices are reflected in our solutions. Proactively engage with our customers to assess satisfaction and identify areas for improvement. Process DevelopmentDesign and implement scalable workflows and best practices for customer success management. Developing user guides, FAQs, and tutorials to support self-service learning.Identify and leverage tools to streamline customer interactions and relationship management.Develop systems for scaling and working through networks via customers bringing in large volumes of producers into our platform. Metrics & TrackingTrack and report on key customer success metrics, such as satisfaction, retention, and outcomes achieved. Track usage, engagement, and other key performance indicators (KPIs) to measure customer success.Quantify ROI and help customers quantify the value they receive from the product or service based on research.Measure the impact of customer success initiatives and provide recommendations for improvement. Professional Experience5+ years of experience in customer success or a related role, preferably in a startup or high-growth environment.Prior experience in managing customer success initiatives, including onboarding, relationship management, and driving measurable outcomes that enhance customer satisfaction and retention.Proven track record of building and maintaining strong customer relationships.Experience in agriculture and/or food systems is highly desirable. A deep understanding of agriculture production systems, including supply chains and food processing is helpful. Skills & Competencies Exceptional communication and interpersonal skills; ability to build trust and rapport with diverse stakeholders.Strong organizational and time-management skills with attention to detail.Analytical mindset with the ability to track and improve performance metrics.Proficiency in customer relationship management (CRM) tools and reporting software. Personal QualitiesPassionate about agriculture, food, nutrition, and health, with a commitment to making a meaningful impact.Entrepreneurial spirit with the ability to thrive in a fast-paced, evolving environment.Collaborative and adaptable, with a customer-first mindset.
\n$100,000 - $145,000 a year
Market salary and equity (0.05-0.2%) are both commensurate with expertise with an aim to benchmark to 70th percentile of the average compensation for this type of role.
We offer unlimited PTO, sick leave, and paid caregiver leave, including six weeks primary caregiver leave, two weeks secondary caregiver. Other benefits include healthcare, dental, and vision insurance, 401k, and other benefits. We offer 100% of employee healthcare cost and strong benefits for families.
The role can be based anywhere in US time zones, with a preference for New England/Boston and New York area-based candidates. Candidates will be required to go through a background check and provide references from past work experience.
\nA COVER LETTER IS REQUIRED. Applications submitted without a cover letter will not be considered. Paste cover letter into box titled "Additional Information".
Our Commitment to Diversity, Equity & Inclusion Diversity is the foundation of life and has created this beautiful world we live in. Just as nature has shown us the importance of diversity in biology, it is critical to build this diversity into our social structures. To the extent that we can build communities and teams that work in symbiotic and constructive ways, contributing to greater levels of productivity and resilience, the more successful we will be. We wish to attract diverse individuals in experience, perspective, and culture. Our company must represent the broader global food system if we are to be successful in this endeavor and so we seek to recruit and build teams that represent the beautiful diversity of people and life present on this planet.