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About the Role
Micron Agritech is seeking a Customer Success Manager to manage customer relationships across Australia and New Zealand, contributing to growth and retention. This varied, hands-on role involves being the primary contact for veterinary and farm animal customers, covering onboarding, training, renewals, troubleshooting, and complaints.
Responsibilities
- Own all customer relationships across Australia and New Zealand.
- Serve as the primary point of contact for all existing customers for any Micron related queries.
- Build strong, long-term relationships with veterinary practices, farm animal teams, equine specialists, and agricultural suppliers.
- Monitor customer activity and proactively reach out to inactive accounts.
- Lead onboarding for all new customers across the region.
- Deliver in-person and remote training to ensure customers are confident using the Micron Kit.
- Conduct refresher training and follow-up visits where needed.
- Manage all licence renewals and credit top-ups across Australia and New Zealand.
- Proactively contact customers approaching renewal or running low on credits.
- Identify at-risk accounts and develop retention strategies to reduce churn.
- Track and report on renewal outcomes and account health.
- Provide first-line technical support for hardware, app, and consumable issues.
- Troubleshoot result discrepancies and liaise with the internal technical and software teams where escalation is required.
- Manage complaints professionally and work to resolve issues swiftly.
- Support the sales team by conducting product demonstrations to leads in your region.
- Identify upsell and cross-sell opportunities within the existing customer base, including new product launches such as +Pets testing.
- Work closely with the Head of Sales.
- Maintain accurate records of customer interactions, call notes, and account status.
- Produce regular reports on renewals, churn, credits, and account health for senior management.
- Monitor the PAWS Platform and flag any account concerns.
Requirements
- Experience in a customer success, account management, or customer-facing role, ideally within veterinary, animal health, or agritech.
- Strong communication skills – written, verbal, and face to face.
- Ability to build genuine, warm relationships with customers while maintaining professionalism.
- Comfortable with technical troubleshooting and explaining processes clearly to non-technical users.
- Self-motivated and able to manage a large, varied workload independently.
- Willingness to travel across Australia and New Zealand for customer visits and demonstrations.
- Full driving licence.
Skills
- Customer Relationship Management
- Onboarding and Training
- Retention and Renewals
- Technical Support and Troubleshooting
- Sales Support
- Reporting and Administration
- Communication skills
- Technical troubleshooting
- Independent workload management
- Travel willingness
- Driving licence
- Knowledge of faecal egg count methodology or parasitology (Desirable)
- Experience working in a startup or fast-paced SME environment (Desirable)
- Familiarity with the Australian and New Zealand veterinary or agricultural sector (Desirable)
Location
- Australia
- New Zealand
Work Type
- Full-time
- Travel required
Experience Level
- Dependent on experience
Salary/Compensations
- Competitive salary dependent on experience
Benefits
- Car allowance
- Company shares
About the Company
- Micron Agritech is a fast-growing veterinary technology startup specialising in automated faecal egg count diagnostics.
- A small, passionate team building something genuinely innovative in the veterinary diagnostics space.
- You will have real ownership of your role from day one, work directly with the senior leadership team, and play a meaningful part in shaping how the company grows in this region.
- This is not a box-ticking role – it requires someone who cares, takes initiative, and is not afraid to go the extra mile.