Head of Customer Success

🔥 13 hours ago

🏄 California – Remote

🏄 California – Remote

💵 $190k - $230k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 5%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Feanix

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2024

🌾 Agriculture

🧬 Biotechnology

🤖 Artificial Intelligence

Agriculture • Biotechnology • Artificial Intelligence

Feanix is a farm-focused biotech and software company that automates genetic and herd-management decisions for dairy operations. Its Autopilot product combines whole-genome sequencing, herd-management data (DairyComp, milk records, feed, health, activity monitors), and farm-specific economics into a machine-learning prediction engine that prices every cow on the farm’s actual economics. Autopilot converts trillions of datapoints into ranked, actionable recommendations (breed, beef, DNB, sell, cull, watchlist) that sync into existing farm systems and prioritize profit rather than generic genetic rankings. The platform is built to reduce low-value replacements, improve semen allocation, maintain herd-size targets, and accelerate economic gain for farms.

📋 Description

• Lead Customer Success as the combined post-sales organization covering customer success, support, onboarding, and delivery operations • Own every customer relationship from signed contract through launch, steady-state use, and renewal • Lead onboarding to launch each farm, including sample collection, data integration, configuration, and getting customers live on Autopilot in under a month • Oversee ongoing customer support • Oversee delivery operations, including implementations, systems-of-record integrations, farm configuration, and decision verification • Own retention, gross revenue retention, account health, product adoption, and customer outcomes • Own standard renewals end to end • Maintain and accurately forecast the renewal pipeline • Detect renewal risk early and involve Revenue in repricing, restructuring, competitive saves, scope changes, and other commercial negotiations • Identify and qualify expansion opportunities for Revenue • Build customer lifecycle standards, launch-readiness criteria, recurring reviews, renewal readiness, and escalation paths • Own post-sales metrics including retention, forecast accuracy, time-to-launch, response and resolution SLAs, adoption, and account health • Run the operating system tracking commitments, owners, deadlines, dependencies, and risks • Keep sample collection, integrations, farm configurations, and economic assumptions accurate and current • Define customer relationship standards and verify they are being met • Turn customer feedback into actionable evidence for Product and Engineering • Set response-time and escalation standards and coordinate resolutions across Product, Engineering, and Revenue • Hire, coach, and develop the growing team • Visit farms and stay close to customer operations and outcomes • Use LLMs, agents, and automation to increase team leverage

🎯 Requirements

• Experience leading post-sales functions at a B2B company, including customer success, support, implementation, delivery, or a combination • Experience owning retention and renewals, including account health, adoption, renewal forecasting, and early identification of at-risk customers • Experience building a customer-facing operating function from scratch or rebuilding a broken one • Experience building systems that enabled a post-sales organization to scale without adding people at the same rate as customers • Experience merging separately operated teams and fixing handoff failures • Experience leading both customer-facing and behind-the-scenes operations teams • Experience earning credibility with hands-on operators in an industry where you started as an outsider, such as logistics, construction, healthcare, field services, manufacturing, agriculture, or similar • Experience replacing manual work with software, automation, or process • LLMs and agents already part of how you work • Clear written communication • Comfort with data and economics, including questioning model outputs and explaining consequential decisions to customers • Ability to operate as a player-coach • Preferred: experience scaling a post-sales organization through a 2–5x or greater increase in customer count • Preferred: experience serving customers in traditional or physical industries • Preferred: experience with technically complex implementations involving integrations, customer data, configuration, or operational workflows • Preferred: experience building or buying support and customer-success tooling and automating workflows • Preferred: experience owning a meaningful gross revenue retention target • Dairy or broader agriculture exposure is a bonus, not a requirement • Applicants must be authorized to work in the United States • No visa sponsorship or transfers available

🏖️ Benefits

• Flexible, remote-friendly work environment for most roles • Medical coverage • Dental coverage • Vision coverage • Retirement savings support through CalSavers for California-based employees • Flexible paid time off • Paid parental leave, including up to four weeks of paid leave and/or supplemental pay coordination with applicable state benefits • Travel opportunities to customer farms and headquarters