Customer Success

Sunnyvale CA

Position Description

We’re Blue River, a team of innovators driven to radically change agriculture by creating intelligent machinery. We empower our customers – farmers - to implement more sustainable solutions: optimize chemical usage, reimagining routine processes, and improving farming yields year after year. We believe that focusing on the small stuff – pixel-by-pixel and plant-by-plant - leads to big gains. By partnering with John Deere, we are innovating computer vision, machine learning, robotics and product management to solve monumental challenges for our customers.

Our people are at the heart of what we do. Through cross-discipline collaboration, this mission-driven and daring team is eager to define the new frontier of agricultural robotics. We are always asking hard questions, rapidly iterating, and getting our boots in the field to figure it out. We won’t give up until we’ve made a tangible and positive impact on agriculture.

Position Summary:

Customer Success is a critical piece of our journey to deliver transformational products and value to our customers.. We are looking for a hands-on and passionate leader to help us define the required programs, tools, metrics, and processes for our Customer Success team and how we help our customers unlock the most value from our products..

This is your opportunity to be on the ground floor in building our Customer Success capabilities. You’ll bring a start-up mindset to define and grow the Customer Success function, eventually supporting additional efforts of John Deere, our parent company. All of this is to ensure that our customers are continuing to receive maximum value from our subscription software products that incorporate our leading technology offerings in computer vision and machine learning. In addition, you will develop capabilities to provide our product and engineering development teams feedback on how to build Customer Success into our See & Spray and Autonomy product platforms as real-time experiences with our customers and dealers.

In this role you will develop a deep understanding of our future Customer Success organization through in-depth research, real-time assessment of our products, key metric development and testing while working closely with our John Deere partners.

Position Responsibility:

  • Define the vision & strategy for our Customer Success function and the implementation roadmap, clearly outlining the big picture and the key initial steps
  • Define how we retain, delight, and expand our customer base through a deep understanding of our products and customers 
  • Define Customer Success KPIs for our organization
  • Collaborate with John Deere, our parent organization, for integration into John Deere Systems
  • Collaborate closely with other cross functional leaders to ensure that the framework will be effective
  • Build a deep empathy and understanding of both the customer and the market by reviewing qualitative and quantitative customer research including in person interviews, surveys, focus groups, and academic/government/industry data
  • Use Customer Success insights to collaborate with key leadership on refining long term product vision and strategy 

Required Experience:

  • Established business professional with 5+ years of experience leading Customer Success in a product company that delivers SaaS solutions
  • Demonstrated success in building a Customer Success organization
  • Demonstrated success in developing the programs, KPIs, analytics, processes, and frameworks required within a Customer Success organization
  • Excited to be the first employee in a new important area
  • Experience from product conception to launch and iterations of improvement based on Customer Success
  • Creative and gritty mentality as you build the Customer Success framework
  • Capability to analyze customer value drivers, communicate internally and externally the ROI for the customer
  • Ability to understand and lead revenue growth metric development related to customer success
  • Analytical mindset
  • Confirmed ability to influence, collaborate, and engage with others from diverse backgrounds ranging from engineers, to computer vision researchers, to product managers, to agronomists, to field technicians, to growers
  • Excellent communication skills and ability to articulate technical product information in a clear, concise and creative manner
  • BS degree in a technical or business field or equivalent practical experience (MBA preferred)

Preferred Skills:

  • Experience with or knowledge of agriculture, agricultural technology or equipment
  • Experience with products that utilize Artificial Intelligence and Machine Learning
  • Entrepreneurial experience taking a product from ideation to commercialization

Blue River offers competitive compensation and benefits, including a great 401(K) match. We believe in a work life balance and offer generous Paid Time Off and Sick Leave as well as Paid Parental Leave and an adoption benefit. Subsidized lunches, flexible work hours, CalTrain passes (with mobile Wi-Fi!) and a collaborative and supportive environment also contribute to making Blue River a great place to work.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

We support each employee living a full life, enabling a thriving career and accomplishing a meaningful, challenging mission with incredible people.

We have designed our work environment to allow us each to do our work effectively, be our best selves, and be exposed to the unexpected connections and experiences that support creative innovation - all while leaving room for the other things you love.

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