Enterprise Customer Success Specialist

ABOUT HALTER At Halter, we’re on a mission to enable farmers and graziers to run the most productive and sustainable operations. Our customers are using Halter to break free from the time-intensive constraints of conventional practices. Imagine watching 500 cattle stand up and walk calmly towards their next break? No quad bikes, no dogs, no fences. Just a group of cattle walking at their own pace. People say it looks like magic. Our customers are revolutionizing grazing with Halter. It's changing lives and transforming an industry. People join Halter to do meaningful work. By joining us you’ll be solving challenging problems within a talented team and a culture built for high performance. Our team out-think, out-work and out-care. We’re committed to delivering real change in the world - this isn’t easy, and in truth, we love that it’s hard. We’re backed to deliver on a mission that matters by Tier 1 investors including Founders Fund https://foundersfund.com, Bessemer Venture Partners https://www.bvp.com/, BOND, https://www.bondcap.com/ DCVC https://www.dcvc.com/, Blackbird https://www.blackbird.vc/, Promus Ventures https://www.promusventures.com/, Rocket Lab’s Peter Beck and Icehouse ventures https://www.icehouseventures.co.nz/?utm_term=icehouse%20ventures&utm_campaign=Brand+Keywords&utm_source=adwords&utm_medium=ppc&hsa_acc=4064636360&hsa_cam=16902737884&hsa_grp=134004309485&hsa_ad=592971340272&hsa_src=g&hsa_tgt=kwd-1082530126230&hsa_kw=icehouse%20ventures&hsa_mt=b&hsa_net=adwords&hsa_ver=3&gclid=Cj0KCQjw2v-gBhC1ARIsAOQdKY0J0DepRVFDmjQlAkJPbZuQnLSA5UVzUzOXYiPxkjX-SeVa513_BhkaAr-MEALw_wcB. To find out more, visit our LinkedIn https://www.linkedin.com/company/halter-limited & Instagram https://www.instagram.com/lifeathalter/. About the role As an Enterprise Customer Specialist, you'll own support for our key enterprise and multi-farm customers, the accounts where the stakes are highest and the problems are rarely simple. You'll be the bridge between Support, Product, Territory Managers, and Account Managers, resolving the complex issues that need more than a standard ticket to unblock, and using deep product knowledge, technical investigation, and practical farm understanding to get to the bottom of what's actually going on. Some of this you'll solve from your desk, and some of it you'll solve standing in a paddock. When an issue needs eyes on the ground, whether it's a setup problem, a hardware question, or something in the animals' behaviour that doesn't add up, you'll get out on farm to see it firsthand rather than relying on secondhand descriptions. You'll also drive customer health and churn recovery across the whole customer base, not just your enterprise and multi-farm accounts. That means not waiting for things to go wrong, actively tracking how customers are doing, spotting the early signs of an account heading toward trouble, and working cross-functionally on the plan to turn it around. WHAT YOUR DAY COULD LOOK LIKE - Own your enterprise and multi-farm accounts: be the single point of accountability for support on your highest-stakes customers, and the person TMs and AMs come to when something's gone wrong. - Drive health and churn recovery, for everyone: track customer health across the full base, spot accounts heading toward trouble early, and own the recovery plan before it becomes a loss. - Investigate properly: lead complex troubleshooting, pull the right data to understand what actually happened, reproduce issues in controlled settings, and validate bug reports before they go to Product or Engineering. - Get on-farm when it matters: conduct on-farm investigations when remote diagnosis isn't enough, validating setups, hardware, animal behaviour, and environmental factors firsthand. - Bridge the teams: translate field and technical findings into improvements across product, process, and education, and represent escalated customer context internally so the right decisions get made. - Feed back and improve: surface…