Mar 2020 – Jun 2022

Building Three Functions Simultaneously

Agrando · Head of Customer Success & Head of Business Unit Supplier Ads

Marketplace Customer Success Onboarding NPS Team Building

Context

Agrando is a digital marketplace for the agricultural sector. When I joined, the company was in an early growth phase with a small generalist team and no formal CS infrastructure. My mandate was to build the customer-facing functions while also leading a separate revenue line.

What I did

Three functions from zero. Built Onboarding, Account Management, and Customer Success as distinct, coordinated functions — with separate playbooks, tooling, and metrics for each.

Team growth. Scaled the team from 10 to 30 people, including hiring, structuring, and creating the management layer.

NPS programme. Implemented systematic NPS tracking and closed-loop feedback processes, achieving a +30 point improvement over the engagement.

Supplier Ads business unit. Led a separate revenue unit focused on supplier advertising products — owning P&L, go-to-market, and operational delivery.

Outcomes

Three functioning CS sub-teams operating independently with clear ownership. NPS +30. A revenue-generating Supplier Ads unit with defined processes and accountability.