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Food Systems Customer Success Lead

Building a New Food System on Quality & Quantity


Our food systems produce more calories than society needs and are incentivized to yield the greatest quantity of food at the lowest possible cost. We have succeeded in optimizing a single outcome - a calorie rich world. But success has come at a huge toll: a global, multifaceted environmental and health crisis. 25%+ of global GHG emissions are generated from farm to fork and the negative impacts of agriculture, food production and land-use on climate cost us $3 trillion USD per year. Meanwhile, our current diets are responsible for a 70% increase in obesity affecting 1.5Bn people, and the costs of diet-related chronic diseases (heart disease, diabetes, cancer) amount to $13 trillion/year. 


At Edacious, we believe food should be plentiful AND nutritious. As the impacts of yield-obsessed food production on human and environmental health become clear, the ability to measure nutrition as easily as we measure yield becomes critical. Why? There's mounting scientific evidence that the healthiest foods come from farming practices that are best for the planet and the most nutritious food is also the most flavorful and sustainable. Our vision is to shift the food system so it may better serve consumers, producers, and our planet and our mission is nutritional transparency.


Measure & Compare Food Quality Through a Nutrition & Climate Lens


Edacious is a multi-disciplinary technology company. We are chemists, designers, engineers, and systems-thinkers who believe that nutrition can be used as a lever to impact climate change at scale by accelerating the production and demand for healthier, climate-smart foods. To achieve this, we create novel analysis tools and generate actionable data for producers to understand the factors behind more nutritious food providing a roadmap to improve their operations and for buyers to know the nutritional quality of the food they purchase so they can make better decisions for their health, their wallets, and the environment. 


The Job


At Edacious, PBC, we are dedicated to driving innovation in agriculture and food systems through research, technology, and collaboration. As we scale, we’re seeking a Customer Success Lead to work closely with our team to build strong relationships with our customers and ensure their ongoing success.


The Customer Success Lead will play a critical role in ensuring our customers achieve their goals. You will act as the primary point of contact for customers, develop strategies to improve their experience, and work closely with internal teams to ensure we deliver on our commitments. This role focuses on managing customer relationships and aligning our services to support their success.


This is a unique opportunity to play a foundational role in shaping our approach to our customer’s experience. If you’re an entrepreneurial self-starter with a passion for agriculture, food, nutrition, and health, we’d love to hear from you. We’d love you to have a deep understanding of agriculture production systems and food supply chains.


Customer Onboarding & Success
  • Manage the onboarding process for new customers, ensuring a seamless transition and clear understanding of our product, services, and data.
  • Address customer needs and build trust; serve as the primary contact for customers, addressing questions, concerns, and feedback in a timely manner.
  • Build the playbook for delivering customer value. Develop and implement strategies to improve customer satisfaction and ensure their goals are achieved.
  • Measure the impact of customer success initiatives and provide recommendations for improvement.


Customer Feedback, Insights, & Advocacy
  • Gather and analyze customer feedback to inform product development and improve user experience.
  • Collaborate with the Edacious product and design team to bring customer solutions into our platform.
  • Advocate for customers’ needs within the organization, ensuring their voices are reflected in our solutions. Proactively engage with our customers to assess satisfaction and identify areas for improvement.


Process Development
  • Design and implement scalable workflows and best practices for customer success management. Developing user guides, FAQs, and tutorials to support self-service learning.
  • Identify and leverage tools to streamline customer interactions and relationship management.
  • Develop systems for scaling and working through networks via customers bringing in large volumes of producers into our platform.


Metrics & Tracking
  • Track and report on key customer success metrics, such as satisfaction, retention, and outcomes achieved. Track usage, engagement, and other key performance indicators (KPIs) to measure customer success.
  • Quantify ROI and help customers quantify the value they receive from the product or service based on research.
  • Measure the impact of customer success initiatives and provide recommendations for improvement.


Professional Experience
  • 5+ years of experience in customer success or a related role, preferably in a startup or high-growth environment.
  • Prior experience in managing customer success initiatives, including onboarding, relationship management, and driving measurable outcomes that enhance customer satisfaction and retention.
  • Proven track record of building and maintaining strong customer relationships.
  • Experience in agriculture and/or food systems is highly desirable. A deep understanding of agriculture production systems, including supply chains and food processing is helpful.


Skills & Competencies
  • Exceptional communication and interpersonal skills; ability to build trust and rapport with diverse stakeholders.
  • Strong organizational and time-management skills with attention to detail.
  • Analytical mindset with the ability to track and improve performance metrics.
  • Proficiency in customer relationship management (CRM) tools and reporting software.


Personal Qualities
  • Passionate about agriculture, food, nutrition, and health, with a commitment to making a meaningful impact.
  • Entrepreneurial spirit with the ability to thrive in a fast-paced, evolving environment.
  • Collaborative and adaptable, with a customer-first mindset.


$100,000 - $145,000 a year
Market salary and equity (0.05-0.2%) are both commensurate with expertise with an aim to benchmark to 70th percentile of the average compensation for this type of role.

We offer unlimited PTO, sick leave, and paid caregiver leave, including six weeks primary caregiver leave, two weeks secondary caregiver. Other benefits include healthcare, dental, and vision insurance, 401k, and other benefits. We offer 100% of employee healthcare cost and strong benefits for families.

The role can be based anywhere in US time zones, with a preference for New England/Boston and New York area-based candidates. Candidates will be required to go through a background check and provide references from past work experience.

A COVER LETTER IS REQUIRED. Applications submitted without a cover letter will not be considered. Paste cover letter into box titled "Additional Information".


Our Commitment to Diversity, Equity & Inclusion


Diversity is the foundation of life and has created this beautiful world we live in. Just as nature has shown us the importance of diversity in biology, it is critical to build this diversity into our social structures. To the extent that we can build communities and teams that work in symbiotic and constructive ways, contributing to greater levels of productivity and resilience, the more successful we will be. We wish to attract diverse individuals in experience, perspective, and culture. Our company must represent the broader global food system if we are to be successful in this endeavor and so we seek to recruit and build teams that represent the beautiful diversity of people and life present on this planet.

Average salary estimate

$122500 / YEARLY (est.)
min
max
$100000K
$145000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Food Systems Customer Success Lead, Edacious

Join Edacious, PBC as our Food Systems Customer Success Lead and help us redefine the future of food! Located in Marlborough, MA, this role is all about fostering strong relationships with our customers to ensure they achieve their goals. Your passion for agriculture, food, nutrition, and health will shine as you help shape the experience of our clients. In this position, you will manage customer onboarding, facilitating a smooth transition into our innovative tools, and serve as their primary point of contact for any questions or concerns. You’ll play a crucial role in gathering customer feedback to strengthen our products and services while developing strategies to enhance overall satisfaction. With a focus on creating scalable workflows and best practices for customer success management, you'll be the architect of what customer support looks like at Edacious. You’ll analyze customer success metrics and advocate for our clients’ needs within our organization, ensuring their voices are heard. If you’ve got a track record in customer success, particularly in a startup or high-growth environment, and a deep understanding of agricultural systems, we’d love to hear from you. This is a unique opportunity to mix your strategic skills with your passion for sustainable food systems at a company that truly values diversity and the environment.

Frequently Asked Questions (FAQs) for Food Systems Customer Success Lead Role at Edacious
What are the key responsibilities of a Food Systems Customer Success Lead at Edacious?

As a Food Systems Customer Success Lead at Edacious, your key responsibilities will include managing the onboarding process for new customers, acting as their primary liaison, building trust, and implementing strategies to enhance customer satisfaction. You'll analyze feedback to inform product development, advocate for customers' needs, and track key customer success metrics to ensure optimal outcomes.

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What qualifications do I need to apply for the Food Systems Customer Success Lead position at Edacious?

To be considered for the Food Systems Customer Success Lead position at Edacious, you should have a minimum of 5 years of experience in customer success or a related field, preferably within a startup or high-growth setting. Familiarity with agriculture production systems and food supply chains is highly desirable, as well as proven skills in managing onboarding and customer relationships.

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How does Edacious measure customer success for the Food Systems Customer Success Lead role?

At Edacious, measuring customer success for the Food Systems Customer Success Lead role involves tracking various key performance indicators such as customer satisfaction, retention rates, and engagement metrics. You will quantitatively assess the ROI for customers and consistently seek ways to improve and optimize their experience with our products and services.

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What is the work culture like at Edacious for the Food Systems Customer Success Lead?

The work culture at Edacious is dynamic and collaborative, grounded in a commitment to sustainability and diversity. As a Food Systems Customer Success Lead, you’ll work closely with multidisciplinary teams, engaging with chemists, designers, and engineers. Edacious values innovation, and your entrepreneurial spirit will thrive in this fast-paced environment where your contributions directly impact the customer experience.

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Is remote work allowed for the Food Systems Customer Success Lead at Edacious?

Yes, the Food Systems Customer Success Lead role at Edacious offers flexibility in work location. While there’s a preference for candidates based in New England/Boston and New York areas, you can work from anywhere within US time zones. This allows you to balance work and personal commitments while being an integral part of our mission.

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Common Interview Questions for Food Systems Customer Success Lead
How would you approach onboarding new customers as a Food Systems Customer Success Lead?

In onboarding new customers, I would first ensure clear communication regarding our product and services. I would tailor the onboarding process to fit the client's unique needs, provide comprehensive resources, and check in regularly to address any concerns. Building a rapport and trust early on is key to a successful onboarding experience.

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Can you give an example of how you’ve improved customer satisfaction in the past?

In my previous role, I conducted in-depth analyses of customer feedback, identified areas of friction, and implemented a structured follow-up system to ensure client concerns were addressed promptly. By developing a customer satisfaction playbook and regularly updating resources, we saw a 30% increase in customer satisfaction scores within six months.

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What strategies would you implement to measure the impact of customer success initiatives?

To measure the impact of customer success initiatives, I would establish a set of quantitative metrics such as satisfaction scores and retention rates, alongside qualitative feedback from customers. Regularly tracking these data points will highlight the effectiveness of our strategies and help inform any necessary adjustments.

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How do you handle difficult customer interactions?

Handling difficult interactions starts with active listening and empathy. I would ask clarifying questions to fully understand their concerns, remain calm, and validate their feelings. My goal is to find a mutually beneficial solution while reassuring them that their satisfaction is a priority.

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Describe how you would gather and analyze customer feedback.

I would implement surveys and feedback forms as part of regular check-ins with customers. Additionally, I would facilitate open discussions in user groups to gather insights. Analyzing this feedback for trends will help inform product development and enhance the overall customer experience.

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What experience do you have with CRM tools, and how can they assist in this role?

I have extensive experience using various CRM tools to streamline customer interactions, manage relationships, and track engagement metrics. Utilizing CRM effectively allows for better organization of customer data, ensuring timely follow-ups and personalized experiences tailored to each client's needs.

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Why is nutritional transparency important in food systems?

Nutritional transparency is vital as it empowers consumers to make informed decisions about their health. When customers can readily access information about the nutritional quality of foods, it encourages demand for healthier options and drives producers to adopt more sustainable practices that benefit both human and environmental health.

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What role does collaboration play in customer success?

Collaboration is essential in customer success as it fosters a team environment where diverse ideas and skills can be leveraged. Working closely with product, design, and support teams ensures that customer feedback is effectively applied, enhancing the services provided and creating a much better experience for clients.

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How can you advocate for customer needs within an organization?

Advocating for customer needs involves consistently gathering feedback, analyzing pain points, and presenting data and insights to leadership. I would work to create bridges with cross-functional teams to ensure that customer voices are represented in product decisions and organizational strategies.

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What makes you a good fit for the Food Systems Customer Success Lead position at Edacious?

My deep passion for sustainable food systems combined with over 5 years of experience in customer success positions me as a strong candidate for this role. I excel at building strong relationships through clear, empathetic communication, and I am skilled in evaluating success metrics to continuously improve customer experiences.

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we are building a technology platform for differentiating food quality. stay tuned!

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Full-time, remote
DATE POSTED
December 22, 2024

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