About us

Headquartered in Berkeley, CA, Bellwether Coffee is a venture-backed, high-growth tech company working hard to positively transform the coffee industry: making it more accessible and sustainable for our planet and our communities. We’re a diverse team of coffee industry veterans, entrepreneurs, engineers, technicians, human-centered designers, and people-focused rule-breakers who have a passion for making the “impossible” a reality.

What we do

Our revolutionary zero-emissions, electric commercial coffee roaster uses clean technology and does not require gas lines or expensive ventilation. It’s the most consistent and controllable roaster available, the lowest carbon footprint commercial roaster ever made, and was designed by coffee people who want a better future for coffee roasting. Our roasting platform allows Bellwether customers to easily and responsibly source green coffee from incredible coffee farms around the world, expertly roast using artisan-crafted roast profiles (or create their own), and share fresh, delicious coffee just the way their customers like it.

About you

You are a crucial member of the team. You’re an integrity-driven person who enjoys solving problems, rapidly adapts to change, and thoughtfully shares your progress and ideas with the team. You have a sense of urgency with everything you do without compromising quality and detail. You’re naturally empathetic and deeply committed to the equitable treatment of all people everywhere.

**About the position **

The Customer Success team within Bellwether Coffee is focused on helping our customers maximize the value of their Bellwether Roaster. Part trainer, project manager, consultant, and coffee sales expert, by joining our small Customer Success Team, you will play a key role in making our customers happy and successful while assisting them in expanding their business. Our goal is for our customers to see their Customer Success Manager as a trusted advisor and trustworthy partner. This position reports to the Senior Manager of Customer Success and is remote-friendly within the United States. West Coast preferred.

Bellwether seeks to create an inclusive and dynamic team environment where people of diverse backgrounds, experiences, abilities, and perspectives can thrive and have an impact. This job posting captures what we’re generally looking for in this role, but we more than likely missed attributes or skills you have that could make you a great fit, so if this opportunity speaks to you, we encourage you to apply!

Key Responsibilities – What success looks like

• Engage 1:1 with customers during Onboarding, Adoption, and Nurture, and ensure the customer’s success using their Bellwether.
• Assist in building our customers’ coffee programs, help them grow their business, and work directly with them to purchase green coffee from our marketplace.
• Travel and meet with customers onsite (as travel restrictions allow) to discover and understand their needs and work with them to build a coffee and marketing plan that optimizes their investment in their Bellwether roaster.
• Onboard customers to Bellwether’s impact programs.
• Strategize and work to create materials and campaigns to support and engage our customers.
• Nurture and develop strong relationships with customers through ongoing and proactive communication- understand their emergent business needs and challenges and strengthen their partnership with Bellwether through a focus on green coffee sales, customer satisfaction and retention, additional roaster sales, and business growth.
• Assist customers with operational questions and pinpoint potential problems that may arise.
• Collect feedback from our customers and work with our cross-functional team to turn it into action. Interpret this and other information to provide timely support to “at-risk” customers, increasing retention and identifying value optimization opportunities.
• Provide early insight and adoption recommendations for new products and product features.
• Assist our customers to build a marketing campaign around the roaster: messaging, talking points, launch events, and assets.

Qualifications

• Experience with customer-facing roles, customer success, account management, or related strategic consulting.
• Coffee experience is preferred but not required.
• Flexible schedulability - travel throughout the West Coast region.
• Exceptional communication and interpersonal skills.
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
• Quick on your feet! Ability to adjust the plan and present solutions as needed.
• Great attention to detail and quality.
• Humility and ability to thrive in a collaborative environment: We're a small but mighty team made up of many different disciplines and backgrounds.
• Familiarity with Salesforce, G-Suite products, and cloud-based equivalents.
• Familiarity with Slack, and Atlassian Suite is a plus.
• You are authorized to work in the U.S.

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, pregnancy, national origin, ancestry, age, marital status, physical or mental disability, genetic information, medical condition, veteran status, or any other class protected by local, state, or federal law.