--- title: "Head of Customer Success" company: "Feanix Biotechnologies" company_url: "https://www.remjobs.works/companies/feanix-biotechnologies" url: "https://www.remjobs.works/job/feanix-biotechnologies-head-of-customer-success-74503022-a221-4c33-822f-1f44280ac379" apply_url: "https://www.feanixbio.com/feanix-jobs?gh_jid=4387657009" workplace: remote location: "Remote" employment_type: unspecified seniority: vp role: customer-support region: other skills: ["llm"] date_posted: 2026-08-28T23:06:08.000Z first_seen_by_remjobs: 2026-08-29T18:24:13.472Z --- # Head of Customer Success **Feanix Biotechnologies** — Remote Apply: https://www.feanixbio.com/feanix-jobs?gh_jid=4387657009 ## About Feanix Biotechnologies Feanix is a trailblazing force in the trillion-dollar animal breeding industry. Feanix leverages proprietary genetic testing advancements to provide genetics and breeding as a service. ## About the role #### About Feanix Bio Feanix is rebuilding animal breeding from the genome up. We're a YC-backed startup using whole-genome sequencing and custom ML models to help dairy farmers make smarter breeding and herd management decisions. Our tech is genuinely novel: we can sequence a full genome from a single hair at a fraction of industry cost, our models hit ~90% accuracy prediction on traits where the industry sits at ~30%, and we're the first to crack genomic predictions on farm specific performance. That edge is showing up in the numbers. In a short time, we've grown to cover 1% of the U.S. dairy industry — 250,000+ cows — with $2M+ in ARR and a waitlist many times that size. Our investors include Initialized Capital, General Catalyst, Collab Fund, Overwater Ventures, and YC. We started with dairy because our founders grew up on dairy farms. But genetics is a core pillar of every agricultural industry, and we're just getting started. We're building this with a small, high-caliber team where everyone owns their work end to end. No layers, no passengers, no busywork — just hard problems in biology and software that nobody has solved yet, and the resources to actually solve them. If you're exceptional at what you do and you want to ship work that moves an entire industry, this is the team to do it with. #### About The Role Customer Success is our post-sales organization: customer success, support, onboarding, and delivery operations run as one function. You'll lead it, owning every customer relationship from signed contract through launch, steady-state use, and renewal. Our customers are dairy farms, and each one is a substantial B2B account: an implementation with data integrations into the farm's operational system of record, ongoing configuration of the farm's economics and goals, multiple stakeholders from owner to herd manager, and a standing cadence of reviews and check-ins. You don't need to know dairy — you need to have learned an industry from the outside before. We'll get you on farms early and often. Three teams roll up to you, running as one lifecycle instead of separate handoffs: - Onboarding launches each new farm — sample collection, data integration, configuration — and gets it live on Autopilot, our decision platform, in under a month. - Support is the ongoing customer-facing team: the people every farm knows and calls. - Delivery Operations works behind the scenes — implementation and solutions operations, in most industries' vocabulary: integrations with each farm's system of record, farm configuration, and verifying decisions are sound before they reach the customer. Customer Success also owns retention. Your team is responsible for knowing whether farms are adopting the product, acting on our decisions, and getting the outcomes they expected — the work that determines whether a customer renews months before the renewal date arrives. You'll own standard renewals end to end and maintain a clear, accurate renewal pipeline. When an account requires repricing, restructuring, a competitive save, or another commercial negotiation, you'll identify the risk early and bring Revenue into the pursuit. The scale mandate is concrete. Over the next 5 months we grow from 20 to 50+ dairy farms — from thousands to hundreds of thousands of cows under management — and over the next 12 months to hundreds of farms. The next farms must launch and run more easily than the last, which means your leverage comes from standards, playbooks, tooling, automation, and clear ownership — plus hiring and developing the team that runs them — not from heroics. The operating standard: every farm goes from closed sale to live in under a month. Every question or issue a farmer raises is acknowledged quickly and resolved within a defined, committed timeframe. Nothing sits unowned. The farmer never has to ask twice or wonder whether we heard them. The standing cadence of reviews, reports, and check-ins happens on schedule for every farm. And we know early — not 30 days before renewal — whether an account is healthy, at risk, or ready to expand. All of it exists to produce one thing: farms that can successfully act on our farm management decisions and want to keep doing so. Work is being rebuilt in real time by LLMs, agents, and automation. We expect you to use them to give a small team leverage a larger one wouldn't have, and to already be working that way rather than planning to start. #### What You'll Do - Run onboarding, support, and delivery operations as one function, with one accountable owner on your team for each account from signed contract through steady-state use and renewal - Own retention and gross revenue retention, including the account health, adoption, and customer outcomes that determine whether farms renew - Own standard renewals end to end for accounts renewing at the same scope and pricing - Maintain the renewal pipeline and forecast, with clear visibility into every upcoming renewal, its health, next step, owner, risk, and expected outcome — and be accountable for the accuracy of that forecast - Detect risk early and bring Revenue in when a renewal becomes a commercial pursuit, including repricing requests, competitive threats, material scope changes, or other situations requiring negotiation - Surface expansion opportunities to Revenue by identifying farms ready to add herds, sites, cows, or services; Customer Success identifies and qualifies the opportunity, while Revenue owns the commercial negotiation and close - Build the customer lifecycle: entry criteria, launch-readiness standards, recurring reviews, renewal readiness, and escalation paths that replace informal judgment - Own the post-sales metrics — gross revenue retention, renewal forecast accuracy, time-to-launch, response and resolution SLAs, adoption, and account health - Run the operating system that tracks every commitment, owner, and deadline on both sides, working backward from customer dates so dependencies land on time and risk is visible before it becomes an escalation - Keep the operational machinery accurate as farms and markets change: sample collection on schedule, integrations healthy, farm configuration and economic assumptions current - Define what good looks like in a customer relationship, from what your team should know about a farm's goals and economics to how a check-in runs, then stay close enough to the accounts to know whether the standard is being met - Turn scattered customer feedback into evidence Product and Engineering can act on: who has the problem, how often it occurs, what it costs, and whether it repeats across the market - Set response-time and escalation standards, then hold them, coordinating resolution across Product, Engineering, and Revenue without accountability falling between teams - Hire, coach, and develop the team as the customer base grows - Obsess over the end customer even though you are not the one talking to them daily. Get on farms often enough to know what your team is walking into, and trace every internal process back to whether it helps a farmer make and execute a better decision #### What You Bring - You have led post-sales functions at a B2B company — customer success, support, implementation, delivery, or some combination — where the product drives operational decisions for the customer - You have owned retention and renewals, including account health, adoption, renewal forecasting, and early identification of at-risk customers - You have built a customer-facing operating function from scratch, or rebuilt a broken one. You can walk us through the system you put in place, the standards you set, and what changed as a result - You have personally built systems that allowed a post-sales organization to scale without adding people at the same rate as customers - You have merged teams that previously ran separately and fixed the handoff failures that came with it - You have led both customer-facing and behind-the-scenes operations teams and can describe how you managed each differently - You have earned credibility with hands-on operators in an industry where you started as the outsider — logistics, construction, healthcare, field services, manufacturing, agriculture, or similar — and learned it well enough to be trusted on details - You have replaced manual work with software, automation, or process and can point to what you eliminated. LLMs and agents are already part of how you work - You write clearly enough that a commitment, status, renewal risk, or escalation can be picked up by someone else without reconstructing the history - You are comfortable with data and economics. You do not need to build our models, but you must be able to question their outputs and explain a consequential decision to a customer - You are comfortable operating as a player-coach. At our stage, leading the function means building the system, managing the team, and getting into the details when necessary #### Preferred Qualifications - You have scaled a post-sales organization through a step-change in customer count (2–5x or more) - Experience serving customers in traditional or physical industries - Experience with technically complex implementations involving integrations, customer data, configuration, or operational workflows - Experience building or buying support and customer-success tooling and automating the workflows behind it - Experience owning a meaningful gross revenue retention target - Dairy or broader agriculture exposure is a bonus, not a requirement This role is likely a strong fit if you already use AI tooling heavily in your day-to-day work, like building systems more than maintaining them, and are excited about creating the operating discipline behind an exceptional customer experience. Ultimately, we care far more about demonstrated ability, curiosity, judgment, and problem-solving than pedigree or conventional career paths. #### Logistics - Remote (US), California preferred - Travel 20–25% of the time, mainly to customer farms in the western United States and to our headquarters #### Why You'll Enjoy Working With Us - The People — an amazing group of talented, smart, and fun people - The Company — we are building something novel that has not been done before and is already making a meaningful impact on the dairy industry - The Experience — you will sit at the intersection of farming, genetics, economics, software, product, and customer operations, with a direct path from what you learn in the field to what we build next - The Ownership — you won't inherit a mature playbook. You'll build the operating system that determines how hundreds of farms experience Feanix as we scale **Compensation and Benefits ** Applicants must be authorized to work in the United States. We are unable to offer visa sponsorship or transfers at this time. *Actual starting pay for this role is determined by a variety of factors including but not limited to qualifications, experience, relevant skills, education, and geographic location. Employees are offered a variety of benefits to empower them with the resources and flexibility they need to enjoy success on the job and to live a healthy life.* *We offer a flexible, remote-friendly work environment for most roles, along with a growing benefits package that includes medical, dental, and vision coverage; retirement savings support through CalSavers for California-based employees; flexible paid time off; and paid parental leave, including up to four weeks of paid leave and/or supplemental pay coordination with applicable state benefits.* Pay Transparency$190,000—$230,000 USD**Equal Opportunity Employer** *Feanix Biotechnologies is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, disability, veteran status, genetic information, or any other protected characteristic under applicable law. If you require a reasonable accommodation during the application or interview process, please let us know.* By applying for this role, you consent to Feanix Biotechnologies processing your personal information for recruitment purposes in accordance with applicable privacy laws. --- Source: Feanix Biotechnologies's own career page, read by RemJobs. Canonical HTML version: https://www.remjobs.works/job/feanix-biotechnologies-head-of-customer-success-74503022-a221-4c33-822f-1f44280ac379