Hectre is a New Zealand-based Saa S (Software as a Service) company with a growing global presence, including teams in the US, Chile, Italy, and New Zealand. We specialise in creating powerful yet user-friendly orchard management and AI Fruit Quality solutions that help growers and packers optimise operations, reduce waste, and improve produce quality. Our software is trusted by a wide range of customers in over 20 countries, including well-known names like VOG (Italy), Washington Fruit (USA), Borton Fruit (USA), Unifrutti (Chile), Prize (Chile), Nufri (Spain) and Gülbudak (Turkey).
Backed by global investors, we've earned a reputation for delivering impactful, intuitive software, and we're passionate about investing in our people. Who You Are
Naturally Curious: You genuinely want to understand people, products, and processes.
Driven Contributor: You love becoming an expert in your field and take pride in helping the company succeed.
Adaptable & Communicative: You pick up new concepts quickly, embrace change, and communicate effectively.
Goal-Oriented: You set targets, deliver on them, and celebrate hitting those milestones.
Team Player: You're committed, caring, and always ready with a can-do attitude.
Multilingual - You are fluent in multiple languages with English being a must.
Flexible and Adventurous - You love to travel and are flexible enough to be away from home for up to 6 weeks per quarter. Our customer base is truly international. Role Overview
As a Customer Success Manager at Hectre, you will play a critical role in ensuring our customers derive maximum value from our products and services in the agricultural sector, specifically fresh fruits. You will manage customer relationships, promote long-term loyalty, and help expand our footprint through upsell and cross-sell initiatives. Additionally, you will bridge the gap between our customers and internal teams such as product, sales, and marketing to identify customer problems and opportunities to improve our services. Key Responsibilities
Onboarding & Training:
Oversee the onboarding process for new customers, ensuring a seamless account setup.
Establish customer account objectives, goals and plans to deliver the value and positive impact of Hectre's products and services.
Lead the installation and on-site training of Hectre's products, ensuring customers are fully operational and confident in using our solutions.
Coordinate with technical teams to facilitate smooth installations and address any issues promptly.
Provide comprehensive training to customers on product features and functionalities.
Develop training materials and resources to enhance customer knowledge and usage of our products.
Customer Advocacy & Satisfaction:
Develop strong relationships with key customer stakeholders, acting as a trusted advisor.
Implement customer feedback loops to continuously improve products and services.
Promote and manage customer referral programs to drive new business through existing customer advocacy.
Manage customer escalations by coordinating with executive sponsors and ensuring swift resolution of critical issues.
Maintain strong relationships with executive sponsors to ensure alignment and support for customer success initiatives.
Customer Retention & Growth:
Drive strategies to achieve high Net Revenue Retention (NRR).
Monitor and manage customer churn, developing proactive measures to enhance retention.
Oversee renewal management processes to ensure timely and successful contract renewals.
Identify and execute upsell and cross-sell opportunities within the existing customer base.
Collaborate with sales and marketing teams to align strategies and achieve revenue targets.
Customer Support:
Offer proactive support to customers, addressing their inquiries and issues promptly.
Collaborate with the support team to ensure timely resolution of customer problems.
Monitor customer support metrics to identify areas for improvement and ensure high satisfaction levels. Key Performance Indicators (KPIs)
Net Revenue Retention (NRR)
Customer Churn Rate
Renewal Rate
Upsell and Cross-Sell Revenue
Customer Satisfaction and Net Promoter Score (NPS)
Referral Rate from Existing Customer Base Experience, Skills and Requirements
Proven B2 B Customer Success Experience: 3+ years with a track record of meeting or exceeding targets; agtech or Saa S is a big plus. With a focus on excellent relationship management, upsells, cross sells, technical implementations and customer support.
Outstanding Communication Skills: Able to articulate complex ideas clearly and persuasively.
Tech-Savvy: Comfortable with modern sales tools like Hub Spot or Salesforce. Ability to work with complicated dataset is a big plus. Comfortable with hardware and software implementations.
Passion for Agriculture: Eager to help growers and packers advance their operations using technology.
Motivated & Collaborative: A self-starter who thrives on teamwork, continuous learning, and open feedback.
Languages: Fluent English is a must. Other languages would be advantageous, particularly Spanish, Italian, Afrikaans, Polish, Portuguese, Turkish.
Travel Requirements: Our customers are global, so the availability to travel up 6 weeks per quarter is a must for this role. Our Values
We recognise that success is not achieved by individuals working alone, but through the collective effort of a team. We care about each other and the impact of decisions we make.
We value action and progress, rather than being paralyzed by indecision or over-analysis. We move forward to deliver innovation and iterate continuously, rather than waiting for perfection.
We strive for excellence and refuse to settle for mediocrity, or the easy way out. We continually seek the best outcomes for our customers and our team. We care about our work and the value we bring.
We empathize with and understand our customers' needs, pain points, and desires. We gather deep customer input to inform product development and respond fast when issues arise. What We Offer
Competitive Compensation: Base salary plus commission, structured to reward results.
Global Impact: Join a mission-driven company helping shape the future of agriculture.
Career Growth: Opportunities to develop professionally in an innovative, fast-growing environment.
Research shows that while men often apply for a job when they meet only 60% of the qualifications, women tend to wait until they meet 100%. We want you to know that we view this job description as a guide, not a checklist. Hectre is committed to being an equal opportunity employer, so if you are excited about this role and feel you have the core skills to succeed, we'd love to hear from you. #J-18808-Ljbffr
