Customer Success Territory Lead: Americas

Hectre is a New Zealand-based SaaS (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.

• 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.
• Natural Leader: You lead by example and stay ahead of the curve. You’re dedicated to removing friction for your team, ensuring they have the resources to succeed while you proactively navigate the road ahead.
• 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 and Spanish being a must
  .
• Flexible and Adventurous - You love to travel and are flexible enough to be away from home for up to 4 weeks per quarter. Our customer base is truly international.

At Hectre, the Customer Success Territory Lead holds the vision and accountability for the entire customer lifecycle in their region. Leading a dedicated local team, you’ll drive the strategy behind successful onboarding, proactive retention, and strategic expansion. Your mission is simple: deliver exceptional value to our growers and achieve peak Net Revenue Retention (NRR) through excellence in execution. You will also play a key role in bringing new needs of our customers back to the product team to foster a culture of continuous improvement and value creation.

The region for the role would include both North and South America.

This role will be based in Yakima, Washington.

• Own Renewal & Expansion:
  Maintain accountability for all customer relationship management, renewal, and expansion opportunities for all customers in the territory.
• NRR Management:
  Track and maintain the required Net Revenue Retention (NRR) in the region.
• Cost Management:
  Ensure customer success expenditure is remaining in agreed levels.
• Planning:
  Execute seasonal and resource planning to ensure that all customers are served to the required service levels.

• Resource Allocation & Coverage:
  Own the assignment of CSMs to accounts and ensure adequate CS coverage across all accounts in the territory.
• People Management:
  Oversee the day-to-day people management of the local CSMS and manage CSMs in the territory to achieve high standards of customer relationship management and service.
• Process Implementation:
  Build out processes that are fit for purpose in the region to ensure smooth operations and implement new initiatives as required.
• Issue Resolution:
  Drive proactive customer management and ensuring issues are dealt with quickly with the required quality.
• Onboarding & Adoption:
  Ensure new customers are onboarded well and driven to success and full adoption.
• Hardware:
  Manage hardware requirements for the region and ensure levels are correct for upcoming needs.
• CRM Maintenance:
  Maintain the CRM system with accurate customer and activity data.

• Key Relationship Management:
  Play a leading role in customer relationship management for key strategic accounts.
• Discovery:
  Play a leading role in discovery on complex strategic accounts.
• Performance Monitoring:
  Actively monitor and report customer health from the region proactively finding issues…