Head of Customer Success

About the Role

Externally, we're hiring a Head of Customer Success. Internally, we call the function Farm Success, reflecting the role Feanix plays in our farmers' operations.

Feanix isn't simply software a farm logs into. We ingest farm data, configure our models around each operation's economics and goals, generate farm-specific decisions, and work with the farm to put those decisions into practice. Farm Success owns the experience and operations around that system.

You'll lead Onboarding, Support, and Delivery Operations and build the organization required to take us from dozens to hundreds of farms.

This includes defining the organizational and management structure, developing managers, establishing measurable standards for each team, and working with Product and Engineering to build systems that allow us to maintain a high-touch experience as we scale.

Our farms are large, sophisticated operations. That allows us to know them deeply and provide more specialized support than a traditional high-volume SaaS organization. We expect Farm Success to understand how each farm operates, identify issues early, and ensure Feanix consistently delivers on its commitments.

This is not a first-time functional leadership role. We're looking for someone who has already led a multi-team post-sales or customer operations organization, has significant experience managing managers, and can bring a clear point of view on how this function should operate.

The Organization You'll Lead

Farm Success is the post-sale organization at Feanix. It owns the experience from the point a farm signs with us through implementation and ongoing operation.

Today, Farm Success includes three core functions: Onboarding, Support, and Delivery/Farm Operations. As Feanix grows, you'll determine how these teams should evolve, where additional specialization is needed, and what management structure is required underneath you.

Onboarding

• Onboarding takes a farm from signed contract to operating successfully with Feanix.
• The team coordinates sample collection, connects farm data, gathers the information needed to configure the farm correctly, aligns on goals and workflows, and manages dependencies across the farm and Feanix.
• Our target is to get a new farm live on Autopilot in under a month.
• Success means farms launch on time with complete data and configuration, clear ownership on both sides, and no significant unresolved implementation issues entering ongoing operations.

Support

• Support owns day-to-day farmer questions, communication, and issue resolution.
• Because we work with a relatively small number of large dairy operations, this is a high-touch model. Farmers should know who they're working with, receive quick acknowledgment when something comes up, and have clear expectations about ownership and resolution.
• Success means fast response, accurate answers, clear ownership, predictable resolution times, and farmers don't need to repeatedly follow up to get an issue resolved.

Farm Operations

• Delivery/Farm Operations manages the ongoing operational work required for Feanix to successfully run on each farm, including both the physical and technical systems behind our product.
• This includes hair sampling operations and sequencing lab throughput, maintaining farm data integrations, keeping farm configuration and operational inputs current, coordinating dependencies across teams, and monitoring whether the systems behind our decisions are working as expected.
• The team is responsible for making sure samples move efficiently from the farm through sequencing, the resulting data flows correctly into our systems, and changes on the farm are accurately reflected in Feanix. This requires close coordination across farmers, field teams, the sequencing lab, Product, and Engineering.
• Delivery/Farm Operations also works with Product and Engineering to identify where recurring operational work, bottlenecks, or quality issues should be solved through better systems, tooling, automation, or product capabilities rather than additional manual process.
• Success means sampling happens reliably, sequencing capacity keeps pace with farm demand, turnaround times are predictable, farm data and configuration remain accurate, and operational issues are identified before they affect the farmer or the decisions Feanix delivers.

Leading Farm Success

As Head of Farm Success, you're accountable for how these functions work together as one system.

You'll define the management structure, responsibilities, handoffs, operating cadence, and metrics across the organization. You'll develop the managers responsible for each area and make sure problems don't disappear into the space between teams.

You'll also maintain a clear view of how each farm is operating with Feanix: whether implementation is on track, whether operational inputs are accurate, what issues or commitments are open, and where intervention is needed.

The goal is a Farm Success organization that can provide a highly specialized experience to large dairy operations while building the systems and management structure required to support hundreds of farms.

What You'll Own

• Lead the Farm Success organization, encompassing Onboarding, Support, and Farm Operations.
• Build and manage the leadership structure beneath you, including hiring, developing, and holding managers accountable for their teams
• Define clear roles, responsibilities, decision rights, and handoffs across the Farm Success organization
• Establish measurable standards for each team and a management cadence for reviewing performance
• Build a service model appropriate for large, complex dairy operations while ensuring it can scale
• Ensure new farms move from signed contract to successfully operating with Feanix in under a month
• Build a clear operational view of every farm, including its goals, configuration, current status, open commitments, issues, and risks
• Establish standards for how farmer questions and issues are acknowledged, owned, communicated, escalated, and resolved
• Build systems for identifying operational problems before they materially affect the farm
• Ensure farm configuration, integrations, economic assumptions, and other operational inputs remain accurate as farms change
• Determine which Farm Success processes should be standardized, automated, or supported by internal tooling
• Partner with Product and Engineering to build systems and tools where technology is a better solution than adding manual process or headcount
• Use automation, LLMs, and agents where they can reduce repetitive coordination and operational work
• Build an organization that can support significantly more farms without increasing headcount at the same rate
• Partner with Product and Engineering when patterns across farms indicate a product, data, tooling, or technical issue
• Partner with Revenue on expansion opportunities, commercial issues, and longer-term farm relationships
• Maintain enough direct exposure to farms to understand where the operating model is working and where it needs to change

How You'll Measure Success

You'll be responsible for establishing the Farm Success scorecard and ensuring managers understand which outcomes they own.

We expect that scorecard to include:

• Time to live: how quickly a signed farm becomes fully operational on Feanix
• Launch quality: whether farms reach steady state with complete data, configuration, ownership, and no significant unresolved implementation issues
• Farm health: whether farms are successfully operating with Feanix and acting on the decisions we provide
• Response and resolution: how quickly farmer questions and issues are acknowledged, owned, communicated, and resolved
• Operational accuracy: whether integrations, farm configuration, data inputs, and other dependencies remain correct and current
• Commitment reliability: whether commitments to farms are completed accurately and on time
• Proactive issue detection: whether we identify operational problems before they become farmer escalations
• Farm Success leverage: how the number of farms successfully supported grows relative to the size of the team
• Farmer experience: whether farmers view Feanix as responsive, reliable, knowledgeable, and easy to work with

Our minimum contracts are typically three years, so near-term success is less about managing an annual renewal cycle and more about maintaining strong farm relationships, delivering consistent value, identifying problems early, and building the conditions for long-term retention and expansion.

What You Bring

• Significant experience leading a post-sales, Customer Success, implementation, service, or customer operations organization at the Head, VP, or equivalent level
• Multiple years of experience managing managers, including hiring leaders, developing them, setting measurable expectations, and holding them accountable for their organizations
• Experience leading multiple customer-facing and operational teams rather than a single Customer Success team
• Experience defining organizational structure, roles, ownership, metrics, and operating cadence as a function grows
• Experience building or substantially rebuilding a post-sales organization after product-market fit
• Experience bringing functional expertise into an early-stage or rapidly growing company where the operating model was not already defined
• Experience scaling a high-touch service or customer model without scaling headcount linearly
• Experience serving large, complex B2B customers where understanding the customer's underlying business and operations matters
• Experience with products or services that become part of the customer's day-to-day operations
• Experience with technically complex implementations involving customer data, integrations, configuration, operational workflows, or similar dependencies
• Experience leading work that requires close coordination between technical and non-technical teams
• Experience earning credibility with operators in an industry you had to learn — agriculture, logistics, construction, healthcare, manufacturing, field services, or similar
• Strong cross-functional experience with Product and Engineering, including the judgment to distinguish between problems that require better process and those that should be solved through better systems or product
• Strong operational judgment and comfort working with data and economics
• The ability to operate at both the organizational and ground level: you can design the function and manage managers while still spending time with farmers, inspecting the work, and understanding where problems originate

Preferred Qualifications

• Experience scaling an organization from dozens to hundreds of complex customer relationships or operating locations
• Experience building a management layer during rapid growth
• Experience in a seed through Series A/B company or similarly high-growth environment
• Experience serving customers in physical, traditional, or operationally complex industries
• Experience building or selecting internal customer operations, support, or implementation tooling
• Experience using AI, LLMs, or agents to automate operational workflows
• Dairy or broader agriculture experience is a bonus, not a requirement

What Success Looks Like

Over time, Farm Success should become a consistent and differentiated part of the Feanix experience.

Farmers should know who is responsible for their operation, receive clear and accurate communication, and trust that Feanix will follow through on its commitments. Internally, we should have clear visibility into how every farm is operating and be able to identify and address problems before they become escalations.

As we grow, the systems and organization you build should allow us to maintain that level of service across hundreds of farms without relying on individual heroics or adding people at the same rate as farms.

Logistics

• Remote (US), California preferred
• Travel 20–25% of the time, primarily to farms in the western United States and to our headquarters

Why You'll Enjoy Working With Us

• The Team — a small, experienced team working across farming, genetics, software, data, and operations
• The Farmers — direct exposure to sophisticated operators running some of the largest dairy farms in the country
• The Scope — responsibility for building a function rather than inheriting a mature Customer Success organization
• The Operating Challenge — designing a high-touch model that can maintain quality as Feanix grows from dozens to hundreds of farms
• The Impact — a direct connection between how Farm Success operates and how effectively farmers can use Feanix in their businesses