Senior Manager, Head of Customer Success (AROYA)

Addium is hiring a senior customer leader to own the post-sale journey across AROYA’s commercial cannabis and controlled environment agriculture customer base. The role leads the Grower Experience team and is responsible for customer health, retention, expansion, onboarding, adoption, renewals, and consistent service standards.

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

Requirements:

• Applicants must be legally authorized to work in the United States
• Addium, Inc. does not sponsor employment visas now or in the future
• 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
• 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
• Strong experience with contracts, subscriptions, billing, renewal dates, and value or ROI conversations
• Clear written communication, comfort reporting to executive leadership
• Experience building these from scratch
• Experience with a customer success platform
• experience in cannabis, controlled environment agriculture, horticulture, or agtech, or education in plant science or agronomy