Job Description

Job Description

About the Team

Customer Success at Loftus Labs plays a key role in helping clients achieve measurable outcomes through the Ribbon platform. Our team partners closely with customers throughout their journey—from implementation to long-term adoption—ensuring they receive the support, insights, and tools they need to succeed. We collaborate across internal teams to deliver high-impact experiences and act as the voice of the customer within Loftus Labs.

By consistently delivering value and enabling clients to achieve their goals, we help drive recurring revenue through recurring impact by ensuring Ribbon remains a critical part of our customers’ ongoing success.

About the Role

Loftus Labs is looking for a Customer Success Manager to support our clients using the Ribbon platform —our signature analytics and profit optimization platform designed for agriculture and related industries. In this role, you will help customers realize value from Ribbon by ensuring it aligns with their goals, drives outcomes, and becomes an integral part of their operations.

You’ll act as a strategic advisor and primary point of contact for clients, guiding them through onboarding, implementation, adoption, and ongoing success. The role requires strong relationship management, a consultative mindset, and the ability to collaborate cross-functionally across Sales, Product, and Engineering.

Responsibilities

• Serve as the primary point of contact for strategic Ribbon customers, responsible for the orchestration of all deliverables, experience, renewals, and expansion.
• Cultivate and maintain trusted stakeholder relationships with IT, operations, and business leaders, including executive sponsors and decision-makers.
• Help clients translate business objectives into outcomes using the Ribbon platform.
• Clearly communicate the value proposition of Ribbon to ensure consistent understanding and support across customer and internal teams.
• Lead cross-functional efforts to execute deliverables, resolve issues, and drive ongoing engagement.
• Develop and manage customer success plans, identify risks early, and work proactively to address concerns.
• Support user adoption by coordinating enablement, training, and platform best practices.
• Identify pain points in both the product and client experience, and partner with internal teams to continuously improve.
• Provide feedback to internal teams to help shape product direction and service delivery.

Minimum Qualifications

• Bachelor’s degree with 5+ years of experience in a Customer Success (or similar) role, preferably supporting a technical product
• Demonstrated ability to communicate and build relationships across multiple levels of an organization
• Proven skill in understanding a client’s business and translating their goals into effective use of the product
• Experience leading cross-functional initiatives and managing multiple client relationships
• Self-motivated and curious, with a proactive mindset and a commitment to iterating and improving over time
• Comfortable working in a fast-paced, ambiguous environment and adapting to change quickly·

Desire to Learn

• Applying management consulting or strategic advisory frameworks to real-world customer challenges
• Exploring data and analytics solutions, especially in industries like agriculture, manufacturing, or supply chain
• Using tools like Power BI, Tableau, or similar platforms to uncover insights and improve decision-making
• Gaining familiarity with API integrations and how different platforms connect and share data
• Supporting or participating in business software rollouts, change management, or customer enablement initiatives

Location & Travel

This role is based in Yakima, WA, or requires regular travel to visit customers. A local presence is preferred to maintain close, long-term relationships with clients.

Job Type: Full-time

Pay: $70,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Work Location: In person

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