[Hiring] Director of Customer Success and Account Management @Raw Ventures

Role Description

Our portfolio company is hiring a senior client leader to own the post-sale customer journey across an international portfolio of commercial growers. The role combines leadership of Customer Success and related operational teams, strategic account management, enterprise implementation oversight, and commercial expansion. Its purpose is to help customers turn the company's platform into an operationally valuable part of crop management, convert successful pilots and limited deployments into long-term scaled relationships, and build a consistently high standard of service across markets.

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.

Qualifications

• 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.
• 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.
• 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.
• Experience implementing digital products or IT systems for corporate customers, or leading an IT support or service-delivery function.
• 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.
• 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.