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.