Senior Manager, Head of Customer Success (AROYA)

ADDIUM, Inc. • Denver or Dallas, TX

1d

About The Position

Addium is hiring a senior customer leader to own the post-sale journey across AROYA's portfolio of commercial cannabis and controlled environment agriculture growers. AROYA is a cultivation intelligence platform combining in-room sensors, software, and agronomic expertise. The role manages the Grower Experience team, spanning customer onboarding and support, customer success, and agronomic advising.

The position is responsible for making AROYA essential to customers' facility operations, developing single-site customers into multi-site relationships, and establishing a consistent standard of service. The successful candidate will combine customer empathy with commercial discipline, build stakeholder alignment, address risks early, and follow through on customer outcomes. The role is based in Denver, Colorado, or Dallas, Texas, with travel up to 25%. Applicants must be legally authorized to work in the United States; Addium does not sponsor employment visas.

Requirements

• At least 5 years of hands-on experience in Customer Success or a client-management role for a B2B subscription or SaaS product.
• Demonstrated ownership of retention, renewals, expansion, and senior customer relationships, including difficult conversations and recovery of at-risk accounts.
• Strong command of customer-management methods, including account plans, customer journey design, health scoring, renewal forecasting, and escalation frameworks.
• At least 3 years of direct people-management experience, including responsibility for priorities, performance, coaching, and development of customer-facing teams.
• Experience turning first-time customers into long-term, multi-year relationships through adoption, value delivery, and expansion.
• Hands-on Salesforce experience managing accounts, renewals, and opportunities; building reports and dashboards; and driving consistent team data and documentation.
• Strong experience with contracts, subscriptions, billing, renewal dates, and value or ROI conversations.
• Clear written communication and comfort reporting to executive leadership.
• Willingness to travel up to 25%.
• Legally authorized to work in the United States; the company does not sponsor employment visas.

Nice To Haves

• Experience building customer-management methods and processes from scratch.
• Experience with a customer success platform.
• Experience in cannabis, controlled environment agriculture, horticulture, or agtech.
• Education in plant science or agronomy.

Responsibilities

• Own customer health, retention, and expansion across the AROYA customer 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; introduce structured account plans, a usage-based health score, consistent service standards, and reporting.
• Own the post-sale customer lifecycle from order close through onboarding, adoption, and renewal.
• Coordinate with Sales, Product, and Engineering, finding pragmatic solutions when standard responses are insufficient.
• Make expansion a repeatable motion and lead the auto-renewal program, moving customers to auto-renew with a payment method on file.
• Oversee renewal and expansion forecasting and billing readiness with Finance.
• Represent the voice of the customer in product and leadership discussions.

Benefits

• Comprehensive medical, dental, and vision insurance.
• 401(k) retirement plan with company match up to 4% after the 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 provides room to build.

What This Job Offers

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