Senior Manager, Head of Customer Success (AROYA)

Senior Manager, Head Of Customer Success (AROYA)

We're hiring a senior customer leader to own the post-sale journey across AROYA's portfolio of commercial cannabis and controlled environment agriculture growers. The role has management responsibilities for our Grower Experience team, which includes customer onboarding and support, customer success, and agronomic advising. Its purpose is to make AROYA an essential part of how growers run their facilities, turn single-site customers into multi-site relationships, and build a consistently high standard of service across the base.

You combine customer empathy with commercial discipline. You can talk credibly with a head grower in the flower room, hold an internal team to a missed commitment, and give leadership a concise, evidence-based view of risk and opportunity. You don't wait for dissatisfaction to show up in a renewal conversation: you create clarity early, align stakeholders, and follow through until the outcome is achieved.

Key Responsibilities

• Own customer health, retention, and expansion across the AROYA base, including gross and net revenue retention. Build trusted relationships with key stakeholders and help lead strategic, multi-state operator, and at-risk accounts, resolving expectation gaps before they become risks.
• Lead, coach, and set priorities for a team of five, introducing structured account plans, a usage-based health score, and consistent service standards and reporting.
• Own the post-sale customer lifecycle journey from the moment sales closes the order through onboarding, adoption, and renewal, coordinating with Sales, Product, and Engineering and finding pragmatic solutions when a standard response isn't enough.
• Make expansion a repeatable motion and lead the auto-renewal program, moving the base onto auto-renew with a payment method on file.
• Oversee renewal and expansion forecasting and billing readiness with Finance and represent the voice of the customer in product and leadership discussions.

Qualifications

• 5+ years of hands-on experience in Customer Success or a client-management role for a B2B subscription or SaaS product, with demonstrated ownership of retention, renewals, expansion, and senior customer relationships, including difficult conversations and recovery of at-risk accounts.
• Strong command of professional customer-management methods: account plans, customer journey design, health scoring, renewal forecasting, and escalation frameworks. Experience building these from scratch is a strong plus.
• At least three years of direct people-management experience, with responsibility for priorities, performance, coaching, and development of customer-facing teams.
• Experience turning first-time customers into long-term, multi-year relationships through strong adoption, consistent value delivery, and expansion over time.
• Hands-on Salesforce experience: managing accounts, renewals, and opportunities, building reports and dashboards, and driving consistent data and documentation across a team. Experience with a customer success platform is a plus.
• Strong experience with contracts, subscriptions, billing, renewal dates, and value or ROI conversations.
• Clear written communication, comfort reporting to executive leadership, and willingness to travel up to 25%.
• Nice to have: experience in cannabis, controlled environment agriculture, horticulture, or agtech, or education in plant science or agronomy.

What We Offer

• Competitive salary
• Comprehensive medical, dental, and vision insurance
• 401(k) retirement plan with a company match (up to 4% after your first year)
• Paid Time Off, Sick Leave, and 11 Paid Holidays
• Company-paid life and disability insurance
• HSA with company contribution and FSA options
• A small, focused team that moves fast and gives you the room to actually build something

Addium, Inc. is an Equal Opportunity Employer. We are committed to creating an inclusive and diverse workplace where all individuals are respected, valued, and supported. All qualified applicants are considered regardless of ethnicity, nationality, gender, veteran or disability status, religion, age, sexual orientation or gender identity, or other protected status.