Grower Experience Manager

This is a fully remote position, open to applicants in Colorado, +1 more state.

📋 Description

• Lead AROYA’s post-sale organization from the initial sensor activation through the renewal process.

• Take ownership of gross and net revenue retention, renewals, churn, and expansion within the existing customer base.

• Manage the at-risk process, which includes identifying risks, implementing interventions, escalating issues, and learning from churn.

• Propel the auto-renewal initiative and oversee the collection of payment methods.

• Establish and implement a repeatable process for expansion.

• Manage the entire customer lifecycle, which encompasses activation, adoption, support quality, delivery of agronomic value, and renewals.

• Ensure seamless handoff between Grower Support, Grower Success, and Agronomic Advising.

• Develop and maintain an account health model based on platform usage and device functionality.

• Act as the final escalation point and determine when exceptions are necessary for accounts.

• Oversee the collection of aggregated voice-of-customer feedback for product, engineering, and marketing teams.

• Recruit, train, retain, and oversee a team of five specialists across various functions.

• Manage account assignments, coverage models, workload distribution, and capacity for both East and West regions.

• Establish standards, SOPs, templates, and training materials for onboarding, case management, business reviews, and advising.

• Cross-train the team to minimize single points of failure.

• Conduct regular renewal and at-risk reviews.

• Report on retention, activation, adoption, escalation, and service performance to revenue leadership.

• Manage the usage and documentation standards of Salesforce and internal tools.

• Collaborate with sales, product, finance, deal desk, marketing, and revenue leadership teams.

• Provide customer references, case study candidates, and advocacy support.

• Develop an operational rhythm, account health model, service definitions, and team standards.

⛳️ Requirements

• Demonstrated experience leading a post-sale team in a recurring revenue environment, with direct responsibility for retention metrics.

• Proven ability in people management, including hiring, mentoring, and addressing difficult conversations independently.

• Sufficient technical and cultivation knowledge to establish credibility with agronomists, growers, and support specialists.

• Experience in controlled environment agriculture or cannabis is a significant advantage.

• Ability to manage across various functions rather than being confined to one discipline.

• Strong operational discipline; ability to create and adhere to established cadences.

• Proficient in data analysis; capable of managing a business portfolio using Salesforce and usage data instead of relying on anecdotes.

• Possess commercial insight regarding customer relationships, pricing, and project scope.

• Excellent written communication skills, including the ability to report to executive leadership.

• Willingness to travel to customer sites, trade shows, and internal meetings.

• Ability to travel up to 30% of the time.

• Must have legal authorization to work in the United States.

• Addium, Inc. does not provide sponsorship for employment visas now or in the future.

🏝️ Benefits

• 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.

• Health Savings Account (HSA) with company contributions and Flexible Spending Account (FSA) options.

• A small, focused team that operates swiftly and allows you the freedom to innovate and create.