Vice President, Customer

What we are looking for:

• You’re a seasoned customer leader who’s grown global support and onboarding teams at break-neck speed, thrives on metrics, and has no problem owning the toughest customer moments in person if needed. You hire stars, coach them into world-class operators, and back your culture with clear targets – Support CSAT, Onboarding CSAT, NPS, Cost to Serve, Cost to Deploy, the lot. Data is your default language, but you balance spreadsheets with genuine empathy for users wrangling cows in all weather. You’re fluent in AI-powered service, comfortable running an office-first team that works remotely with farmers and ranchers, and proud to live all of Halter’s operating principles, but especially ‘We Work Hard’, ‘Farmers. Ranchers. Animals. Always.’ and ‘Dynamic Range’.


• Key Responsibilities:


• Own the full customer experience – Set the vision, targets, and playbooks for support, launch, and deployment ops. Track performance daily and fix issues fast. Build metrics that matter and make sure everyone – from Sales to Support – has a clear line of sight to them. Keep the transitions between Sales, Account Management, Product, and Support smooth and painless.
• Build the world’s best farm-launch programme – Design and scale a remote-first onboarding model that slashes churn, drives upgrades, and sparks referrals. Make it the gold standard in any industry.
• Scale 24/7 support operations – Partner with our exemplary Head of NZ Support to staff, train, and tech-enable a global team that nails first response and resolution times. Evolve support channels to fit farmers’ needs by region and timezone (chatbot, live chat, callback, and more).
• Run deployment ops like clockwork – Model collar counts, shipping, and install timelines so every farm gets live on schedule, without surprises.
• Hit the numbers – Own Cost to Serve, Cost to Deploy, Support CSAT, Onboarding CSAT, NPS, First Response Time, Average Resolution Time, and more. Spot trends early, fix root causes, and set clear benchmarks for what “good” looks like across all regions.
• Build scalable systems – Create processes and tools that make the entire farmer journey seamless, repeatable, and low-friction – with farmers always front of mind.
• Lead, hire, repeat – Recruit A-players across two continents, build clear career paths, and foster a culture that lives our operating principles.
• Be the farmer’s advocate in GTM and Product – Bring front-line insight into product roadmaps, sales plays, and marketing plans. Build tight feedback loops with Product to get the right improvements prioritised and delivered.
• Incident management, done right – Build and drive frameworks for handling customer-impacting incidents fast and transparently, with minimal disruption.
• Grow and retain – Partner with Account Management to find and deliver upsell, cross-sell, and expansion opportunities. Work with the broader team to evolve retention and segmentation strategies that boost Net Revenue Retention and reduce churn.
• Build community – Work with Marketing, Account Management and Product to create engaging, self-serve product education, help content, and best-practice sharing. Give farmers the tools and knowledge to get more from Halter, and to tell others about it.
• Inspire a customer-first culture – Influence across the organisation to make sure every team keeps farmers at the heart of their decisions.


• Bonus points if you have:


• Led customer-focused teams at scale – ideally at GM/CCO/COO level – in a B2B SaaS or tech company.
• Built and scaled high-performing customer functions across multiple regions or markets.
• A deep understanding of customer enablement, success operations, and support best practice – and how to make them stick.
• A track record of partnering closely with Product, Marketing, and Sales to deliver big outcomes for customers.
• Experience navigating international expansion and tailoring customer approaches by market.
• A data-driven mindset with the ability to turn insight into action – and to bring the team along with you.
• Hands-on experience with modern customer platforms, analytics tools, and automation tech.