Customer Success Manager
Posted on Tuesday, August 1, 2023
Aquabyte is seeking a Customer Success Manager to join our team!
We're happy to announce the completion of our Series B round of funding to continue our mission of transforming aquaculture to meet the world’s demand for sustainable protein!
Watch a short documentary on Aquabyte with Amazon's CTO at a Norwegian fish farm here! https://youtu.be/YZ_qJ5JFD3I
Aquabyte is on a mission to revolutionize the sustainability and efficiency of aquaculture. It is an audacious, and incredibly rewarding mission. By making fish farming cheaper and more viable than livestock production, we aim to mitigate one of the biggest causes of climate change and help prepare our planet for impending population growth. Aquaculture is the single fastest growing food-production sector in the world, and now is the time to define how technology is used to harvest the sea for generations to come.
We are a diverse, mission-driven team that is eager to work alongside kindred spirits. If this vision makes you smile, gives you goosebumps, or otherwise inspires you please get in touch.
We are currently focused on helping Norwegian salmon farmers better understand their fish populations and make environmentally-sound decisions. Through custom underwater cameras, computer vision, and machine learning we are able to quantify fish weights, detect sea lice infestations, and generate optimal feeding plans in real time. Our product operates at three levels: on-site hardware for image capture, cloud pipelines for data processing, and a user-facing web application. As a result, there are hundreds of moving pieces and no shortage of fascinating challenges across all levels of the stack.
Above all, Aquabyte is a customer-driven company. Our product development is dictated by the needs of fish farmers and we prioritize customer delight in everything we do. We are committed to build a global, collaborative team that creates value far beyond Silicon Valley.
As the first Customer Success Manager at Aquabyte, you will be responsible for building and maintaining strong relationships with our customers. Your primary focus will be to ensure that our customers are successful in their utilization of our solutions, leading to high customer satisfaction, retention, and expansion opportunities. You will serve as the main point of contact for our customers, understanding their needs, providing exceptional support, and proactively identifying opportunities to add value to their business.
- Relationship Management: Build and nurture strong relationships with key stakeholders within each account. Understand their business objectives, challenges, and requirements to align our solutions accordingly.
- Customer Success Planning: Develop customized success plans for each account, outlining goals, milestones, and metrics to measure success. Regularly review and adjust plans based on customer feedback and changing business needs.
- Renewals and Expansion: Collaborate with the sales team to support contract renewals and identify upselling/cross-selling opportunities within the existing customer base.
- Customer Advocacy: Act as a customer advocate within the company, providing valuable feedback to the product and engineering teams for continuous improvement and innovation.
- Metrics and Reporting: Maintain accurate records of customer interactions, key account information, and progress towards customer success goals. Generate regular reports to showcase customer success metrics and highlight opportunities for improvement.
- Customer Onboarding: Monitor the onboarding process for new accounts, ensuring a seamless transition from sales and providing guidance on best practices and product usage to achieve their desired outcomes.
- Proactive Support and Issue Resolution: Proactively monitor account health, work closely with customer support to identify potential issues, and work closely with internal teams to address customer concerns promptly. Ensure timely resolution of any support-related inquiries.
- Product Education and Training: Conduct training sessions and workshops for customers to enhance their understanding of our product's features and capabilities. Encourage adoption and usage of relevant functionalities to maximize customer value.
- Bachelor's degree or equivalent practical experience.
- 5+ years of experience in a Customer Success, Account Management, or related role.
- Experience in the SaaS software industry and/or salmon fishing industry is a plus.
- Proven track record of successfully managing a portfolio of key accounts and driving customer satisfaction and retention.
- Strong understanding of SaaS software solutions and the ability to articulate their value proposition to customers.
- Excellent communication and presentation skills in English and Norwegian, with the ability to engage effectively with both technical and non-technical stakeholders.
- Analytical mindset with the ability to identify trends, patterns, and opportunities from customer data.
- Results-oriented and customer-centric approach to problem-solving.
- Ability to work independently and collaboratively in a fast-paced, dynamic environment.
- Availability to work certain evenings to collaborate with international teams.
- Proficiency in technology, specifically Excel and Powerpoint. Knowledge of PowerBI is a plus.
- Competitive salaries and generous equity
- Incredibly dynamic office space in the heart of Bergen
- Free lunch and free snacks
- Potential travel
- Evolve in a fast-paced environment
- Be able to shape a business in its early days
- Get ideas, feedback, and suggestions from other best-in-their-field colleagues
- Mentorship opportunities, we'll be dedicated to investing in you and supporting you as you grow
Aquabyte is a private company headquartered in San Francisco, and is supported by NEA, Costanoa Ventures, and many other respected investors.
At Aquabyte, we admire interesting people with a unique background. We strongly encourage you to apply even if you don’t satisfy all the requirements, and we will get back to you as soon as possible!