Customer Success Manager

Summary

DTN is a global data and technology company that provides operational decisioning solutions for agriculture, energy, and weather-driven industries. The Customer Success Manager will manage a portfolio of mid-market agriculture customers, drive adoption and measurable business outcomes, protect recurring revenue, and lead retention and renewal activities.

Responsibilities

• Develop a strong understanding of customer business objectives, operational challenges, and desired outcomes
• Establish and maintain customer success plans focused on delivering measurable business value
• Conduct post-onboarding adoption activities, business reviews, strategic check-ins, and other ongoing customer engagements
• Help customers align DTN solutions with their workflows, decision-making processes, and business goals
• Demonstrate best practices, new product capabilities, and available resources to increase customer value realization
• Monitor customer usage, adoption patterns, health indicators, and engagement metrics
• Proactively identify and address adoption gaps and recommend actions that increase utilization and customer success
• Educate customers on new features, enhancements, and relevant DTN solutions that may improve business outcomes
• Coordinate customer training, enablement, and education initiatives as needed
• Own and manage the renewal process for assigned accounts, primarily within a rolling-term subscription environment
• Develop and execute renewal strategies designed to maximize retention and minimize revenue risk
• Identify renewal obstacles and churn risks early and engage appropriate internal stakeholders to drive successful outcomes
• Maintain accurate renewal forecasts, customer health assessments, risk documentation, account plans, meeting notes, and customer records
• Develop and execute action plans to address customer dissatisfaction, declining engagement, support concerns, competitive threats, and other retention risks
• Manage customer escalations in partnership with Product, Support, Operations, and Sales
• Act as the voice of the customer by communicating customer feedback, challenges, and opportunities internally
• Identify cross-sell, upsell, and broader product adoption opportunities and collaborate with Sales partners while maintaining a customer-first approach
• Manage a portfolio of approximately 150 Tier 2 customers, prioritizing engagement based on revenue, customer health, renewal timing, strategic importance, and growth potential

Skills

• Bachelor's degree or equivalent professional experience
• 3+ years of experience in Customer Success, Account Management, Relationship Management, Consulting, Sales, or another customer-facing role
• Experience managing recurring revenue customer relationships
• Strong communication, presentation, and relationship-building skills
• Excellent organizational and time-management abilities
• Demonstrated ability to effectively manage a large portfolio of customers simultaneously
• Strong problem-solving and critical-thinking skills
• Experience using CRM and customer success platforms
• Experience within agriculture, including grain, agribusiness, ag retail, crop production, commodity markets, weather, or related sectors
• Experience managing SaaS, subscription, information services, market intelligence, or technology solutions
• Familiarity with Salesforce, customer success platforms, and business intelligence tools
• Experience conducting business reviews, adoption reviews, and customer renewal discussions
• Demonstrated ability to use customer health, adoption, and engagement data to proactively manage retention risk
• Experience balancing customer retention and value realization with the identification of appropriate account expansion opportunities

Qualifications

Must Haves

• Bachelor's degree or equivalent professional experience
• 3+ years of experience in Customer Success, Account Management, Relationship Management, Consulting, Sales, or another customer-facing role
• Experience managing recurring revenue customer relationships
• Strong communication, presentation, and relationship-building skills
• Excellent organizational and time-management abilities
• Demonstrated ability to effectively manage a large portfolio of customers simultaneously
• Strong problem-solving and critical-thinking skills
• Experience using CRM and customer success platforms

Nice to Haves

• Experience within agriculture, including grain, agribusiness, ag retail, crop production, commodity markets, weather, or related sectors
• Experience managing SaaS, subscription, information services, market intelligence, or technology solutions
• Familiarity with Salesforce, customer success platforms, and business intelligence tools
• Experience conducting business reviews, adoption reviews, and customer renewal discussions
• Demonstrated ability to use customer health, adoption, and engagement data to proactively manage retention risk
• Experience balancing customer retention and value realization with the identification of appropriate account expansion opportunities

Benefits

• Unlimited PTO
• Flexible working hours
• Remote work model (position dependent)
• Competitive Medical, Dental and Vision Insurance Plans
• 6% 401K matching
• Unlimited access to 13k+ courses via learning platform to support employee career advancement
• Employee Assistance Program (EAP)