Sound Agriculture is an innovator in bio-inspired chemistry and plant genetics. We leverage natural plant diversity to grow crops more sustainably and create differentiated, nutritious food. Sound is a Series C startup funded by leading investors in food and agriculture such as Leaps by Bayer, Northpond Ventures, S2G Ventures, Fall Line Capital, Cultivian Sandbox Ventures, Cavallo Ventures and Syngenta Group Ventures.

We are seeking a Customer Experience Manager (CXM) to create and execute initiatives that drive customer adoption and retention, ultimately leading to more recurring revenue. This role requires excellent project management and collaboration skills, serving as the point amongst cross-functional stakeholders for developing and implementing successful customer journeys. To enable our go-to-market motion, they own development and execution of end-to-end customer experiences, playbooks, workflows, and measurement techniques.

Working both strategically and on day-to-day operations and implementation, the CXM delivers well-orchestrated experiences directly to dealers or growers as well as through enabling our Sales and Customer teams. They have a deep understanding of personas, value drivers, customer psychology, and business environment of commercial agriculture dealers, growers, and sales teams. They are analytical, process-driven, and can work tactically with data – distilling key learnings to various stakeholders and contributing to a culture of “customer intelligence.”

The role reports to the Director of Customer Experience. This position can be based remotely across the United States or in our Emeryville, CA headquarters. In typical times, travel up to 25% will be required to meet with internal and external stakeholders.

 

Responsibilities

  • Increase logo and net revenue retention across entire customer base through targeted enablement & process/program development for sales reps, dealers, and growers
  • Collaborate with Sales Ops to integrate customer data, workflows, and tracking needs across channels into cohesive view of customer, including customer retention, feedback, product usage, touchpoints, escalations, and overall experience metrics
  • Cultivate loyalty and engagement across dealer network through regularly conducted qualitative/quantitative surveys, contributing to dealer community channel(s), and driving adoption and success with the Dealer Sales Portal
  • Orchestrate grower and dealer customer surveys (CSAT, NPS, CES, feedback forms), distill learnings and drive recommendations forward to improve customer experience
  • Lead and expand customer referral program, finding creative and effective ways to inspire and incentivize new customer referrals, testimonials, & advocacy
  • Contribute to the creation and dissemination of highly effective customer education content through multiple channels - websites, emails, social media, print, product labeling - working closely with Marketing
  • Evaluate customer journeys from prospect, buying, adoption, and expansion phases; formulate and execute action plans to improve
  • Analyze and utilize customer experience feedback and data to find sources of dissatisfaction and influence the design of products, websites, collateral, processes, and experiences
  • Contribute to new program roll-out planning, playbook preparation, sales enablement resource creation, & delivery of webinars, training, communications to Sales Reps, Sales Agronomists, Dealers, and growers  

 

Targeted Skills & Experience

  • Demonstrated success managing customer experience, customer success, or similar projects that lead to increased customer retention and revenue and require cross-functional collaboration across marketing, sales, and customer teams
  • Professional experience in the agricultural industry with understanding of dealer/advisor and grower/farmer personas, how they interact, and what drives customer behaviors 
  • Excellent project management skills including managing prioritization, scope, objectives, stakeholders, risks, tasks, timing, and proactive problem-solving 
  • Can own or manage Voice of Customer programs - determining best methods for capturing feedback, analyzing data across channels, and sharing compelling, action-oriented insights and outcomes
  • Can develop and deploy playbooks for sales, dealers, and growers that enable program adoption and drive consistent, measurable outcomes
  • Skilled using Salesforce to manage and create customer workflows and reporting across the customer lifecycle
  • Has designed customer education initiatives that drives adoption across email, video, presentation, and live webinar formats
  • Ability to visually map new, existing, and upsell customer journeys and use to gather feedback or implement process changes 
  • Ability to adeptly use and own workflows in various customer experience softwares, including SurveyMonkey, Zendesk, Google Workspace, Loom, Facebook Groups, ActiveCampaign, ShowPad, Zoom Webinars, and others
  • Comfort working in a fast-paced, dynamic environment; Sound is a high-growth, VC-backed startup looking for folks who are driven by a sustainable mission and want to create the future of agriculture!

 

This role demonstrates our core values by:

  • Boldness: Proactively seeks out drivers of customer adoption and retention and leads projects that unlock winning methods, using data and customer intelligence to challenge or support assumptions of what leads to success 
  • Ownership: Orchestrates coordinated customer journeys that unify activities across internal and external stakeholders, serving as the point of contact for ensuring customer workflows are simple, consistent, and meet our standards 
  • Respect: Maintains a high bar of excellence for customer experience at Sound, making inclusive, customer-driven decisions with cross-functional colleagues without formal authority and measuring project success based on whether customer outcomes have been met 
  • Creativity: Uses teamwork and tools to design new methods of serving customers and measuring interactions, stretching our definition of what’s possible in customer experience 

 

Our Offer 

  • Opportunity to work in an early-stage, disruptive startup with a talented, experienced, and growing team of dedicated individuals
  • Competitive compensation package
  • Performance bonus structure
  • Comprehensive health care plans that include Medical, Dental and Vision coverage
  • Flex Spending Account (Healthcare, Dependent Care & Commuter Benefit)
  • 401k Plan
  • Generous vacation policy
  • Regular team events and engagement activities (we actually like hanging out with each other!)

Sound is based in Emeryville, CA with a number of employees working remotely. We have a mission driven culture and a fast-paced, collaborative work environment. We are looking for someone to join the team who will bring a passion for sustainability along with a deep expertise in the business of food and agriculture.

Equal Employment Opportunity

We seek a diverse pool of applicants and consider all qualified candidates regardless of race, ancestry, color, gender identity or expression, sexual orientation, religion, national origin, citizenship, disability, Veteran status, marital status, or any other protected status.

Sound participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the United States. If E-Verify cannot confirm that you are authorized to work, Sound is required to give you written instructions and an opportunity to contact the Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before Sound takes any action, including terminating your employment.

 

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