About Crop Diagnostix:

Crop Diagnostix is an innovative AgTech startup using cutting-edge genomics and AI to turn plant signals into actionable insights for farmers and agronomists. Join us as we build the future of agriculture and help farmers feed the world sustainably.

Job Overview:

As our Customer Success Manager, your mission is to build and own the systems, workflows, and infrastructure that allow Crop Diagnostix to deliver a consistent, reliable customer experience at scale. You will take full ownership of our CS operations: eliminating manual processes, building automated workflows in HubSpot, triaging and resolving customer questions, and ensuring nothing falls through the cracks as our customer base grows.

In the early days, you will be hands-on in the customer queue. You will answer inbound questions, handle registration, and manage the day-to-day tasks that currently require agronomy team involvement. This is intentional. The best way to build great CS infrastructure is to live in the problem first. Questions and issues that require technical agronomy or domain expertise will be escalated to our agronomy team; everything else is yours to own and, over time, to systematize.

No agriculture background required. We care far more about how good you are at CS and how well you build systems than whether you can go deep on agronomy.

Key Responsibilities:

In your first 30 days, you might:

- Audit our existing CS infrastructure, including HubSpot, onboarding workflows, and customer registration processes, and document what is broken, missing, or manual

- Shadow the agronomy team on customer calls to deeply understand the customer journey and where friction exists

- Take ownership of day-to-day CS tasks currently handled by the agronomy team, including customer registration, inbound question triage, follow-ups, and account tracking

- Be the first point of contact for all inbound customer questions that do not require technical agronomy knowledge, handling them directly and professionally

- Identify your top three highest-leverage infrastructure fixes and present a prioritized action plan

By 60 days, you might:

- Build and deploy automated HubSpot workflows to replace manual tracking and reduce repetitive administrative tasks

- Design and implement a scalable customer registration and onboarding process that requires minimal human intervention

- Create a single source of truth for customer account status, replacing disconnected spreadsheets and ad hoc tracking

- Establish clear escalation paths between CS and the agronomy team so customer questions are triaged and routed without bottlenecks

- Use AI tools to draft customer communications, summarize support interactions, and reduce time spent on repetitive writing tasks

By 90 days, you might:

- Own all CS infrastructure end-to-end, with documented, repeatable processes for onboarding, registration, question triage, account tracking, and renewal management

- Proactively surface account health signals and flag at-risk customers before they become problems

- Free up meaningful agronomy team capacity by owning workflows and customer interactions that previously required their involvement

- Propose and begin implementing the next phase of CS tooling or automation based on what you have learned

Qualifications:

- 2+ years of experience in a customer success, customer operations, or CS management role

- Demonstrated experience building or rebuilding CS workflows and infrastructure, not just inheriting them

- Hands-on HubSpot or other CRM experience, including workflow automation, pipeline management, and reporting

- Strong command of modern CS tooling; able to evaluate, implement, and optimize software without engineering support

- Daily use of AI tools (Claude, ChatGPT, or similar) to work faster and build better -- you treat AI as a core part of your toolkit, not an occasional shortcut

- Comfortable handling a high volume of customer-facing tasks in the short term while building the systems that reduce that volume over time

- Agricultural background is a plus but is not required; intellectual curiosity and willingness to learn the domain quickly is what matters

- Experience in a startup or early-stage company strongly preferred

- Authorization to work in the U.S. (we are not currently offering visa sponsorship)

Competencies:

Process and Systems Obsession: You cannot leave a broken process alone. You identify inefficiencies, design solutions, and implement them without waiting to be asked. You think in systems, not one-off fixes.

AI-Native Execution: You use AI tools every day and know how to apply them to CS work specifically. You use AI to draft and refine customer communications, summarize support calls and threads, build and document workflows faster, and identify patterns across customer interactions. AI is built into how you operate.

Technical CS Fluency: You are not just a relationship manager. You can build HubSpot workflows, configure pipelines, troubleshoot integrations, and own the technical side of CS operations independently.

No Task Too Small: You are willing to answer the same registration question for five different customers while simultaneously building the FAQ that means you never have to answer it again. You do not treat operational work as beneath you; you treat it as signal.

Startup Mentality: You are scrappy, adaptable, and comfortable doing unglamorous but important work. You thrive in ambiguity and move quickly when priorities shift.

Customer-First Mentality: You treat every customer interaction as a reflection of the company, not just a ticket to close. You follow through until the customer is actually sorted, not just responded to.