At MTech Systems, our company mission is to increase yield in protein production to help feed the growing world population without compromising animal welfare or damaging the planet. We aim to create software that delivers real-time data to the entire supply chain that allows producers to get better insight into what is happening on their farms and what they can do to responsibly improve production.

MTech Systems is a prominent provider of tools for managing performance in Live Animal Protein Production. For over 30 years, MTech Systems has provided cutting-edge enterprise data solutions for all aspects of the live poultry operations cycle. We provide our customers with solutions in Business Intelligence, Live Production Accounting, Production Planning, and Remote Data Management—all through an integrated system. Our applications can currently be found running businesses on six continents in over 50 countries. MTech has built an international reputation for equipping our customers with the power to utilize comprehensive data to maximize profitability.

With over 250 employees globally, MTech Systems currently has main offices in Mexico, United States, and Brazil, with additional resources in key markets around the world. MTech Systems USA’s headquarters is based in Atlanta, Georgia and has approximately 90 team members in a casual, collaborative environment. Our work culture here is based on a commitment to helping our clients feed the world, resulting in a flexible and rewarding atmosphere. We are committed to maintaining a work culture that enhances collaboration, provides robust development tools, offers training programs, and allows for direct access to senior and executive management.

Job Summary

We are seeking an experienced Director of Customer Success with a strong track record of building and leading high-performing teams within SaaS organizations. Reporting to the VP of Operations, this role will be instrumental in establishing and scaling a global Customer Success function.

The Director will work cross-functionally with the Customer implementation and Support teams to deliver a seamless, value-driven post-sales experience. This leader will foster a customer-centric culture across the organization and serve as the voice of the customer within M-Tech.

Responsibilities and Duties

• Develop and implement the vision for a scalable, global Customer Success strategy
• Hire, train, mentor, and lead a team of Customer Success Managers (CSMs)
• Define roles, responsibilities, and performance expectations for all CSM team members
• Create and implement processes that promote product adoption, retention, and customer satisfaction
• Define and track key performance indicators (KPIs), health scores, and customer journey milestones
• Identify and proactively mitigate churn risk while increasing upsell and expansion opportunities
• Build and execute customer retention and success plans tailored to customer goals
• Collaborate with Sales to ensure a smooth customer handoff and aligned growth initiatives
• Partner with Product, Marketing, Implementation, and Support teams to represent the customer voice
• Establish feedback loops (internal and external) to drive continuous improvement across M-Tech
• Develop and maintain a customer journey map to optimize onboarding, engagement, and renewal stages
• Create customer health scoring models using data and predictive analytics
• Design scalable playbooks and global success frameworks for cross-regional teams
• Implement Voice of the Customer (VoC) programs and customer advocacy strategies
• Engage directly with key strategic accounts to ensure high satisfaction and partnership value
• Contribute to revenue growth and forecasting in alignment with RevOps strategies
• Serve as a subject matter expert in poultry and agricultural production, leveraging M-Tech tools to support customer needs

Education and Experience

• Bachelor’s degree in a relevant field required, MBA or equivalent preferred
• 6+ years of leadership experience in Customer Success or client-facing roles within SaaS
• Proven track record of managing $40M+ in Annual Recurring Revenue (ARR)
• Demonstrated success in building and scaling Customer Success organizations in a high-growth environment
• Deep understanding of SaaS business models, subscription revenue, and customer lifecycle management
• Experience with Customer Success tools (e.g., Zendesk, HubSpot, Gainsight, Totango)
• Strong communication, strategic thinking, and decision-making skills
• Knowledge of or experience in animal agriculture and/or poultry production strongly preferred

Travel and Commute Requirements

• Up to 20% of domestic and international travel as required by customers and business requirements.
• Regular in-office presence required (3-4 days/week) at M-Tech HQ in North Atlanta
  

EEO Statement
Integrated into our shared values is MTech’s commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. MTech aims to maintain a global inclusive workplace where every person is regarded fairly, appreciated for their uniqueness, advanced according to their accomplishments, and encouraged to fulfill their highest potential. We believe in understanding and respecting differences among all people. Every individual at MTech has an ongoing responsibility to respect and support a globally diverse environment.

Posted On: Monday, July 14, 2025