Hectre

Compensation

Full Description

About Hectre 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. 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. • 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. Role Overview 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. Core Responsibilities I. Financial Accountability & Strategy • 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. II. Team Leadership & Operational Excellence • 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. III. Strategic Account Management & Discovery • 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 and raising to senior leadership as required. • Compliance: Ensure annual business reviews are held for all customers and renewal processes are followed. IV. Technical Expertise & Escalation • Product Expert: Be a product expert and escalation point for any issues that cannot be handled by the local CSMs. • Voice of the Customer: Play a key role between senior leadership and product to act as the voice of the customer in the region. • Account Support: Efficiently handle day-to-day customer issues and manage account integrity, including performing calibrations and necessary system maintenance where required. • Calibration & Data Accuracy: Execute complex size and colour calibrations, utilising and interpreting large datasets to ensure optimal accuracy and system performance. Experience, Skills and Requirements • Proven B2B Customer Success Experience: 8+ years of Customer Success Management experience in SaaS or similar, with a track record of meeting or exceeding targets; ag-tech experience is a big plus. With a focus on excellent relationship management, upsells, cross sells, technical implementations and customer support. • Leadership: A proven track record of leading high performance teams. • Outstanding Communication Skills: Able to articulate complex ideas, clearly and persuasively. • Tech-Savvy: Comfortable with modern sales tools like HubSpot 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 and Spanish. Other languages would be advantageous. • Travel Requirements: Our customers are global and spread across the Americas, so the availability to travel up to 4 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 paralysed 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 empathise 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.