Smart Farming Customer Success Team Lead - Remote

While this role is open to candidates across the Mid-to-Western United States, candidates based in California are preferred due to business needs and regional coverage. The Datamars Difference: Supporting a Smart Future for the world and YOU • Make a Measurable Difference: by putting powerful data in the hands of our customers so they can make better informed decisions and achieve "measurable success" today and tomorrow. • Join the Sustainability Promise: Contribute to our commitment across the globe to support and accelerate the development and implementation of sustainable food production and farming systems that nourish the world population and respect the health of people, animals, and the planet. Join the Datamars team as a Smart Farming Customer Success Team Lead remotely in the United States as we keep pace with our customer demand and deliver on our SUSTAINABILITY PROMISE. Are you ready to MAKE A MEASURABLE DIFFERENCE with us? Apply today and start your next journey with Datamars! Job Summary The Customer Success Team Lead is responsible for ensuring the customer success team has the tools needed to be proactive in resolving the pre and post sales customer installation, support and onboarding of the Smart Farming portfolio of solutions (Active Tags, WOW, Sort Gates) Key Responsibilities Leadership & Team Management • Lead the day-to-day management of the CSM team, including workload allocation, performance management, coaching, and capability development. • Ensure the team has the appropriate skillset and customer-centric mindset to meet Smart Farming customer needs. • Drive a culture of empathy, urgency, and solution-oriented behavior during customer pain points. Operational Excellence & Escalation Management • Own the end-to-end escalation pathway for customer issues, collaborating with TSM, Technical Support, Sales, and Operations to resolve issues efficiently. • Oversee SLA performance and ensure adherence to time-to-response and time-to-resolution standards. • Monitor and guide the team in the use of CRM and ticketing systems for consistent case logging, triage, and closure. Customer Lifecycle Management • Oversee onboarding for new customers and ensure a smooth transition from sale to deployment and ongoing adoption. • Support CSM’s with onboarding and management of complex and high value customers as required • Build structured customer success plans, milestones, and performance goals to ensure customers realize full product value. • Promote customer advocacy by ensuring strong relationships and successful long-term usage patterns. Product Insight, Feedback & Continuous Improvement • Capture and synthesize customer and partner feedback on Smart Farming solutions, escalating meaningful insights for product enhancement. • Support low-level product enhancements and contribute to UX improvements by communicating field-derived insights. • Contribute to competitor analysis as relevant to customer success interactions. Cross-Functional Collaboration • Maintain close working relationships with TSM, R&D, Sales, Operations, and Local Marketing to ensure alignment and rapid issue resolution. • Support pre-sales processes in partnership with Sales and Channel Partners where customer success input is required. • Participate in the development of Smart Farming strategic and business plans through data-driven insights from customer interactions. Reporting & Risk Management • Provide weekly and monthly performance reports, including WIP, SLA metrics, case trends, risk areas, and customer health indicators. Identify and escalate risks proactively, recommending improvement actions to mitigate customer, product, or operational challenges. Person Specification Experience and Qualifications (Required): • 3–5+ years in customer success, technical support, on-farm technology, or related customer-facing roles. • Proven experience leading teams or mentoring customer-facing staff (formal or informal leadership). • Background in agriculture - ideally dairy - with understanding of farming systems, workflows, and Smart Farming technologies. • Strong track record of process management, problem solving, and customer-centric delivery. • Balanced mix of technical and business skills, with ability to translate between customer needs and internal requirements. Experience with software tools such as CRM systems (Salesforce), ticketing systems (Jira/Confluence), and Microsoft 365. Preferred Qualifications • Experience working with hardware–software integrated products (e.g., sensors, drafters, automated weighing systems). • Background supporting IoT or precision livestock technologies. • Prior experience collaborating with product, engineering, and sales teams in a matrix organization. Personal Attributes: • Strong empathy and a calm composed approach to resolving customer issues under pressure. • Excellent communication and collaboration skills with the ability to influence cross-functional teams. • Curious, analytical, investigative mindset; able to diagnose complex hardware/software problems. • Highly organized, detail-oriented, and able to prioritize in a fast-moving environment. • Proactive, self-motivated, with strong initiative and a “can-do” mindset. • Ability to clearly explain technical concepts to customers and internal stakeholders. on the basis of qualifications, merit and business need. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice. DATAMARS EQUAL OPPORTUNITY EMPLOYMENT POLICY DATAMARS provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Apply tot his job Apply To this Job