Customer Success Team Manager

There are over 7 billion people on this planet. And by 2050, there will be 2 billion more... many moving into urban centers at an unprecedented rate. Making sure there is enough food, fiber and infrastructure for our rapidly growing world is what we're all about at John Deere. And it's why we're investing in our people and our technology like never before! Here the world's brightest minds are tackling the world's biggest challenges. If you believe one person can make the world a better place, we'll put you to work. RIGHT NOW.

 

John Deere is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to, among other things, race, religion, color, national origin, sex, age, sexual orientation, gender identity or expression, status as a protected veteran, or status as a qualified individual with disability.

 

Primary Location: United States (US) - Iowa  - Johnston  
Function: Customer & Product Support
Title: Customer Success Team Manager - 109882 
Onsite/Remote:Onsite Position

 

  

 

Your Responsibilities

 

As a Customer Success Team Manger located in Johnston, IA, you will lead and manage a global team of 10 Customer Success Managers, fostering collaboration, innovation, and a results-driven culture. Recruit, onboard, and train team members, ensuring a deep understanding of John Deere’s SaaS offerings and advanced technologies. Set clear objectives, monitor team performance, and provide mentorship to drive professional growth. Metrics for Success: customer engagement scores, individual development plans completion, and customer retention rates. In addition, you will: 

 

• Customer Success Strategy: Develop and implement scalable customer success strategies to maximize customer retention, satisfaction, and value realization. Innovate and iterate on processes for a new team, fostering agility and creativity in service delivery. Leverage metrics (e.g., NPS, utilization rates) to assess success and identify areas for improvement. Metrics for Success: Net Promoter Score (NPS), customer satisfaction scores, and customer retention rates. 
• Technology Adoption and Utilization: Drive the adoption of advanced technologies like See & Spray, Combine Automation, and Premium Precision systems. Ensure customers and dealers are empowered through training and support, optimizing their use of John Deere’s offerings. Collaborate with internal teams (e.g., product, engineering) to align customer feedback with product enhancements. Metrics for Success: Utilization rates of technologies, training completion rates, and customer feedback scores. 
• Dealer Network and Customer Collaboration: Partner with John Deere’s dealer network to enhance customer experiences and strengthen relationships. Serve as an escalation point for critical customer issues, ensuring timely and satisfactory resolution. Metrics for Success: Dealer readiness and engagement scores, resolution time for critical issues, and dealer satisfaction scores. 
• Cross-Functional Collaboration: Work with marketing, sales, and support teams to align efforts and deliver seamless customer experiences. Act as a liaison between customers, dealers, and internal teams to advocate for customer needs. Metrics for Success: Cross-functional project completion rates, internal stakeholder satisfaction, and alignment on customer feedback. 

 

VISA Sponsorship is NOT available for this position.

What Skills You Need

 

• Leadership: Ability to inspire and lead a diverse, global team. 
• Customer Focus: A deep commitment to understanding and solving customer challenges. 
• Innovation: A mindset to build and iterate processes for a new team. 
• Technical Acumen: Familiarity with advanced agricultural technologies and SaaS offerings. 

What Makes You Stand Out

 

• Knowledge of See & Spray, Combine Automation, or Premium Precision solutions.
• Experience in agile methodologies or startup environments.
• Proven success in implementing scalable customer success strategies. 
• Strateg