Grower Experience Manager (Aroya)

ADDIUM, Inc. • Denver or Dallas, TX

8d • Hybrid

About The Position

The Grower Experience Manager leads AROYA’s post-sale organization, carrying responsibility for the customer from the first sensor coming online through each renewal that follows. The team is five people across three functions whose work is genuinely different. Grower Support brings facilities live and keeps them running. Grower Success carries the relationship and the revenue over time. Agronomic Advising provides the cultivation depth that makes the data worth acting on. This role connects those functions into a single customer experience rather than a series of handoffs, and owns the retention and expansion results that follow from it. There is meaningful building to do alongside the management. The team structure is in place, while the operating rhythm, the account health model, the service definitions, and the standards that hold them together are still taking shape. The person in this role will define much of that.

Requirements

• Experience leading a post-sale team in a recurring revenue business, with direct accountability for a retention number.
• Proven people management, including hiring, developing, and having hard conversations without escalating them to your manager.
• Enough technical and cultivation literacy to earn credibility with agronomists, growers, and support specialists.
• Comfort managing across distinct functions rather than a single discipline.
• Operating discipline. You build cadences and stick to them.
• Data fluency. You can work a book of business from Salesforce and usage data rather than from anecdote.
• Commercial judgment. You know when to protect the relationship and when to hold the line on price or scope.
• Strong written communication, including reporting to executive leadership.
• Willingness to travel to customer facilities, trade shows, and internal meetings.

Nice To Haves

• Controlled environment agriculture or cannabis experience is a strong advantage.

Responsibilities

• Gross and net revenue retention. You carry the AROYA retention number. Renewals, churn, and expansion within the installed base are your outcome, not Grower Success’s alone.
• Own the at-risk process end to end: how risk is identified, who intervenes, when it escalates to you, and what gets learned when an account leaves anyway.
• Drive the installed base onto auto-renewal with a payment method on file. This is a cross-functional program involving finance, systems, and customer communication, and you own delivering it.
• Make expansion a repeatable motion rather than an opportunistic one. Define what qualifies, how it is surfaced, and how it converts.
• Own activation speed, adoption, support quality, agronomic value delivery, and renewal as a single connected experience with clear internal handoffs.
• Enforce the boundaries between the three functions. The most common failure in this structure is work drifting to whoever answers first, which quietly turns specialists into generalists and burns out the fastest responder.
• Build and maintain how AROYA defines a healthy account, grounded in platform usage and device health rather than in how recently someone called.
• Be the point of last resort for escalated customers, and the person who decides when an account needs an exception.
• Own the aggregated feedback loop into product, engineering, and marketing. Deliver themes and priorities, not forwarded complaints.
• Hire, develop, and retain five specialists with different skill profiles and different definitions of a good day. Set expectations, run one-on-ones, handle performance directly.
• Own account assignment, coverage models, and workload balance across East and West. Protect split roles from collapsing into their highest-volume component, and treat sustained overflow as a staffing signal rather than an individual performance problem.
• Define what good looks like for onboarding, case handling, business reviews, and advising, and build the SOPs, templates, and training that make it repeatable.
• Reduce single points of failure. Cross-train deliberately so no customer outcome depends on one person being available.
• Run a recurring renewal and at-risk review across both coverage areas so nothing surfaces in the last thirty days.
• Deliver a consistent view of retention, activation, adoption, escalation, and services performance to revenue leadership. Own the definitions so the numbers mean the same thing every month.
• Own how Grower Experience work is captured in Salesforce and AROYA’s internal tools. Documentation discipline across the team is your responsibility, not an individual virtue.
• Own the handoff from field sales into onboarding, and the availability of technical pre-sales support back to sales.
• Bring the installed base’s reality to the roadmap conversation with evidence.
• Coordinate with the deal desk and finance on renewal paperwork, billing, and payment method management so administrative friction never costs a renewal.
• Supply references, case study candidates, and advocacy from the customer base.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed