Job Specification: Customer Success & On-Boarding Executive
Job Title: Customer Success & On-Boarding Executive
Location: Herdwatch, Roscrea, Co. Tipperary, Ireland (Hybrid working available)
Reports to: Customer Success Manager
Type: Full-time, Permanent
Salary: Based on experience of the successful candidate and includes commission. This appointment provides genuine career opportunities as the business grows.
About Herdwatch
Herdwatch is the market-leading farm management app, used on over 20,000 farms across Ireland, the UK and beyond. Farmers rely on Herdwatch to record and save all their herd and farm records digitally, backed up in the cloud and accessible on Android, Apple devices and desktop.
The app saves farmers an average of 3 hours per week on farm paperwork, helping them stay compliant, efficient and stress-free. Since its launch in 2014, Herdwatch has grown into an award-winning agri-tech leader, with recognition across Ireland, the UK, and internationally. Herdwatch is approved by the Department of Agriculture, ICBF and compliant with Bord Bia standards.
For more information, visit www.herdwatch.com.
About the Role
As part of our growth and international expansion, we are seeking a Customer Success & On-Boarding Executive to deliver best-in-class onboarding and support to our members. At Herdwatch, member success and happiness are central to everything we do.
This role is based at our Roscrea HQ, with hybrid working (Tuesdays nd Wednesdays in office). You will help farmers across Ireland, the UK and other regions maximise the value of Herdwatch, ensuring they save time, reduce paperwork, and unlock the full potential of our platform. You’ll receive full training, mentoring and ongoing product support to ensure you can succeed in this role.
Key Responsibilities
* Proactively guide new members through the onboarding process, delivering high levels of engagement and ensuring a smooth transition to Herdwatch.
* Provide both outbound and inbound assistance during the critical early phase, ensuring members quickly see value and achieve success.
* Deliver customer training sessions (online and occasionally in person), helping farmers adopt new features and modules.
* Ensure each member interaction drives app usage and satisfaction, contributing to retention, renewals and upsell opportunities.
* Work towards monthly, quarterly and annual KPIs across customer satisfaction, onboarding milestones and member engagement.
* Collaborate with team members to foster a culture where the member experience is at the heart of everything we do.
* Provide structured feedback to the Product and Growth teams, championing member feature requests, highlighting pain points, and sharing insights.
* Assist with the preparation and delivery of Herdwatch presence at agri shows and events in Ireland, the UK and abroad, helping to educate current and future members.
* Contribute to customer-facing resources, such as knowledge base articles, onboarding guides and webinar content.
The Person
We are looking for someone who is:
* Experienced in a customer-facing support, training or success role, ideally in a SaaS or technology environment.
* A strong communicator with excellent interpersonal skills, able to explain technical tools in a clear, simple way.
* Highly organised, with strong time management skills and the ability to work both independently and as part of a team.
* Proactive and solutions-driven, with a strong attention to detail and a genuine focus on delivering exceptional customer experiences.
* Comfortable with technology, including CRM systems, online meeting tools (e and digital support platforms.
* From a farming or agri-related background (advantageous but not essential).
* Open-minded, eager to learn and adaptable to change in a fast-growing business.
Why Join Us?
* Be part of a growing, award-winning agri-tech company making a real difference for farmers.
* Enjoy hybrid working options and a supportive team culture.
* Career growth opportunities as Herdwatch continues to expand internationally.
* Competitive salary with commission
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