Location: Remote (U.S. and Canada) – Toronto, Canada preferred

Type: Full-Time

About Us

Index is a venture-backed leader at the forefront of risk mitigation for our food system. Our proprieatry BioTags® serve a dual purpose: they enable contamination simulations for food manufacturers and act as microscopic passports that link physical goods to their digital twins for commodity supply chains. This novel technology generates entirely new data streams that drive predictive insights, address supply chain inefficiencies, and power market-leading financial products.

We are seeking a dynamic Head of Customer Success to champion exceptional client experiences within the food manufacturing industry. In this role, you’ll be instrumental in helping clients unlock the full value of our innovative solutions, building long-term, trust-based partnerships that deliver measurable outcomes and drive mutual growth.

What You’ll Do

• Develop Customer Success Strategy: Craft and execute a scalable framework for onboarding, adoption, and retention that maximizes client value and drives measurable business impact.
• Onboarding & Training Excellence: Design and lead tailored onboarding processes to ensure clients fully leverage our BioTag® solutions, transforming novel data into actionable insights.
• Implementation Leadership: Guide project implementations and conduct site visits—up to 50% travel—to support customers in achieving operational excellence.
• Customer Advocacy: Act as a trusted advisor, ensuring client needs are heard and integrated into our strategic roadmap while fostering long-term partnerships.
• Team Building & Mentorship: Recruit, manage, and develop a high-performing customer success team, instilling a culture of excellence, accountability, and innovation.
• Insights & Continuous Improvement: Analyze customer feedback and performance metrics (e.g., Net Promoter Score, renewal rates) to drive product enhancements and optimize success strategies.
• Cross-Functional Collaboration: Work closely with sales, marketing, product, and engineering teams to ensure alignment of customer initiatives with our overall business vision.
• Data-Driven Decision Making: Leverage CRM tools (e.g., Salesforce, Hubspot) and data analytics to identify trends, solve challenges, and refine customer success processes.

Who You Are

• Experienced Leader: 5+ years in customer success, account management, or a related role—preferably within SaaS, and food safety.
• Proven track record of building and scaling customer success teams in high-growth environments.
• A strong academic background is preferred, such as an MBA alongside an undergraduate degree in biology or a related science from a top-tier North American university.
• Consulting & Analytical Mindset: 2–3 years of experience at a top-tier management consulting firm (e.g., McKinsey, BCG, Bain or equivalent) that demonstrates your ability to think strategically and execute with precision.
• Customer-Centric Visionary: Passionate about delivering exceptional client experiences and building deep, trust-based relationships.
• Strategic thinker who can align tactical customer initiatives with long-term business goals.
• Collaborative Communicator: Exceptional communication skills, capable of engaging diverse stakeholders and driving cross-functional alignment.
• Proficient with CRM platforms and data analytics tools to interpret insights and inform strategy.
• Industry Insight:Familiarity with food manufacturing, regulatory compliance, or predictive safety technology is a strong plus.

What We Offer

• Competitive salary and equity options.
• Comprehensive benefits, including health and dental.
• An opportunity to shape and lead the customer success function at a transformative, mission-driven company.
• A flexible, remote-first work environment with ample opportunities for professional growth.
• A unique chance to make a measurable impact on food safety and supply chain resilience by transforming novel BioTag® data into strategic business value.