Senior Manager, Head of Customer Success (AROYA)

Senior Manager, Head of Customer Success (AROYA)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Manager, Head of Customer Success (AROYA) based in the United States.

As Head of Customer Success, you will lead the entire post-sale customer journey for a portfolio of commercial cannabis and controlled environment agriculture businesses. You will oversee a multidisciplinary customer-facing team responsible for onboarding, support, customer success, and agronomic advising. Your mission will be to strengthen customer retention, accelerate product adoption, and drive account expansion by turning individual customers into long-term strategic partnerships. You will establish scalable customer success processes, develop performance standards, and ensure consistent service delivery across the customer base. Working closely with Sales, Product, Engineering, and Finance, you will influence business decisions while identifying opportunities for sustainable revenue growth. This is a strategic leadership opportunity combining people management, commercial ownership, and customer relationship development.

Accountabilities

You will take ownership of customer success strategy and operational execution, ensuring that customers consistently realize value while supporting retention and revenue growth. Your main responsibilities will include:

• Own customer health, retention, and account expansion across the customer portfolio, with direct responsibility for gross and net revenue retention.
• Build and maintain trusted relationships with key customer stakeholders, particularly strategic accounts, multi-site operators, and customers at risk of churn.
• Proactively identify and resolve expectation gaps, service issues, and adoption challenges before they affect customer satisfaction or renewal outcomes.
• Lead, coach, and manage a team of five customer-facing professionals, setting priorities and supporting individual performance and professional development.
• Establish structured account plans, usage-based customer health scores, consistent service standards, and effective reporting processes.
• Oversee the complete post-sale customer lifecycle, from order closure and onboarding through product adoption, ongoing support, and renewal.
• Coordinate cross-functional initiatives with Sales, Product, and Engineering to address customer needs and deliver effective solutions.
• Develop repeatable account expansion strategies and lead initiatives that turn single-site customers into broader, multi-location partnerships.
• Manage the auto-renewal program, encouraging customers to adopt automatic renewals with payment methods securely on file.
• Oversee renewal and expansion forecasting, ensuring accurate billing readiness and close coordination with Finance.
• Represent the voice of the customer in product discussions and leadership meetings, providing actionable insights into customer needs, risks, and opportunities.
• Provide executive leadership with clear, data-driven visibility into customer health, retention performance, and revenue opportunities.

Requirements

The ideal candidate is an experienced customer success leader who combines strong commercial judgment, structured account management, and proven people leadership. The following qualifications and skills are expected:

• At least 5 years of hands-on experience in Customer Success or client management within a B2B subscription or SaaS business.
• Demonstrated ownership of customer retention, renewals, account expansion, and senior-level customer relationships.
• Experience managing difficult customer conversations, addressing dissatisfaction, and successfully recovering at-risk accounts.
• Strong knowledge of customer success methodologies, including account planning, customer journey design, health scoring, renewal forecasting, and escalation management.
• Experience building customer success processes, frameworks, and reporting structures from the ground up is a strong advantage.
• At least 3 years of direct people management experience, including responsibility for team priorities, performance management, coaching, and employee development.
• Proven ability to turn new customers into long-term relationships through effective onboarding, product adoption, consistent value delivery, and account growth.
• Hands-on experience with Salesforce, including account and opportunity management, renewal tracking, reporting, dashboard creation, and maintaining accurate team documentation.
• Familiarity with dedicated customer success platforms is an advantage.
• Strong understanding of contracts, subscription models, billing processes, renewal cycles, and customer value or ROI discussions.
• Excellent written and verbal communication skills, with the ability to present customer performance, risks, and opportunities to executive leadership.
• Strong organizational, analytical, and relationship-building skills, combined with a proactive and commercially focused approach.
• Willingness and ability to travel up to 25%.
• Preferred experience in cannabis, controlled environment agriculture, horticulture, or agricultural technology (AgTech).
• Educational background in plant science, agronomy, or a related discipline is an advantage.
• Applicants must be legally authorized to work in the United States. Employment visa sponsorship is not available now or in the future.

Benefits

• Annual salary ranging from $120,000 to $150,000.
• Comprehensive medical, dental, and vision insurance.
• 401(k) retirement plan with company matching of up to 4% after the first year.
• Paid time off and sick leave.
• 11 paid holidays annually.
• Company-paid life and disability insurance.
• Health Savings Account (HSA) with company contributions.
• Flexible Spending Account (FSA) options.
• Remote working arrangement, based in Denver, Colorado, or Dallas, Texas.
• Opportunity to join a small, focused team with the autonomy and resources to build and improve customer success operations.
• Collaborative and inclusive working environment that values diversity and equal opportunities.