Customer Success Operations Manager

Monil is building world-leading technology for virtual fencing and livestock monitoring. Our mission is to redefine livestock farming by giving farmers better control, deeper insights, and more efficient ways to care for their animals.

Since Monil was founded in Norway in 2022, we have grown rapidly from a small startup into an international scale-up operating across Norway, Sweden, the UK, and the US. Today, our technology is trusted by thousands of farmers across multiple markets.

We are building much more than a virtual fence. Our ambition is to become the digital shepherd for modern livestock farming helping farmers monitor animal health, automate grazing, and gain deeper insights into animal behaviour and welfare.

At Monil, our customers are farmers. That is why we call our Customer Success team Farmer Success. As we continue to scale internationally, we are looking for a Customer Success Operations Specialist to improve the systems, processes, data, and workflows behind Farmer Success. You will help us deliver fast, accurate, and consistent customer support across markets and enabling our Farmer Success team to spend more time helping farmers and less time navigating manual processes and inefficient tools.

About the Role

As our Customer Success Operations Specialist, you will own and improve workflows, data, and operational processes that enable Farmer Success to run effectively and scale across markets.

You will identify bottlenecks, standardize ways of working, and use automation, data, and AI to improve both the customer experience and the everyday work of our Farmer Success teams.

The role reports to the Head of Farmer Success and works closely with Farmer Success teams across markets, Sales Operation, Marketing, and our Business Systems Lead.

You will act as the operational owner of Farmer Success systems and processes. This means identifying business needs, improving how our tools are used, and prioritizing operational improvements. For integrations, system architecture, procurement, and larger technical changes, you will collaborate closely with our Business Technology Team.

The Technology You’ll Work With

Our current technology stack includes Odoo, Grafana, Looker Studio, BigQuery, Aircall, and phone and messaging solutions such as WhatsApp and Messenger.

Our tools will continue to evolve as we grow, and you will help us identify, evaluate, and implement what we need next. You do not need prior experience with every system in our current stack, but you should be comfortable learning new tools and understanding how systems, data, processes, and people work together.

Your Key Responsibilities

• Improve systems and processes: Identify bottlenecks in Farmer Success workflows and playbooks, and develop solutions that simplify, improve, or automate how the team works. Use new technology to help us deliver consistently high-quality support and customer care across markets.
• Enable AI and automation: Identify, prioritize, and implement practical AI and automation opportunities that improve internal efficiency and customer-facing interactions.
• Own Farmer Success systems: Act as the operational owner of Farmer Success tools, including our CRM, calling system, messaging solutions, and loyalty program. Identify system needs and collaborate with the Head of Business Technology on business cases, procurement, integrations, and larger changes.
• Build reporting and insight: Develop dashboards and reports in tools such as Looker Studio and Odoo to track key KPIs, operational performance, and customer health across markets. Turn farmer enquiries and feedback into actionable insights for Farmer Success and the wider Monil organization.
• Maintain system and data quality: Keep Farmer Success systems current, reliable, and scalable. Establish and maintain high standards for customer and case data so teams across Monil can trust and use the information available.
• Improve the customer journey: Collaborate with Sales RevOps to ensure consistent processes, systems, and information flow throughout the customer journey—from lead and purchase to onboarding and long-term customer success.
• Support onboarding and knowledge sharing: Help onboard new Farmer Success team members and maintain the documentation, playbooks, and best practices needed to support consistent ways of working across markets.

Who You Are

You have experience improving customer support operations, customer success processes, or the systems behind them. You have worked hands-on with workflows, data, and tools, and can point to changes you helped implement and the results they delivered. A relevant degree is welcome, but equivalent practical experience is just as valuable.

You are analytical, structured, and curious about how systems and processes can improve the experience of both farmers and the team supporting them. You identify better ways of working and take ownership of turning ideas into lasting improvements.

A key part of this role is building AI-powered workflows that help deliver fast, accurate answers to farmers at scale. We would particularly like to meet candidates who can share concrete examples of using AI agents to make a meaningful, lasting improvement to a process. Broader experience with AI and automation is a strong advantage.

You enjoy collaborating across teams, translating operational needs into clear system and process requirements, and communicating with both technical and non-technical colleagues. You thrive in a growing company where many processes are still being built, and you care as much about the farmer’s experience as the systems behind it.