Senior Manager, Head of Customer Success – AROYA

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

📋 Description

• Take ownership of customer health, retention, and growth within the AROYA customer base.

• Establish trusted relationships with key stakeholders and guide strategic multi-state operators and at-risk accounts.

• Lead, mentor, and prioritize tasks for a team of five.

• Implement structured account plans, a usage-based health score, and maintain consistent service standards and reporting.

• Manage the post-sale customer journey from sales closure through onboarding, adoption, and renewal.

• Collaborate with Sales, Product, and Engineering to develop practical customer solutions.

• Create a repeatable expansion process and oversee the auto-renewal program.

• Supervise renewal and expansion forecasting, as well as billing readiness in coordination with Finance.

• Act as the voice of the customer in product and leadership conversations.

⛳️ Requirements

• A minimum of 5 years of direct experience in Customer Success or a client-management position for a B2B subscription or SaaS product.

• Proven track record of managing retention, renewals, expansions, and senior-level customer relationships, including navigating challenging conversations and recovering at-risk accounts.

• Strong expertise in account planning, customer journey design, health scoring, renewal forecasting, and escalation frameworks.

• At least three years of experience in direct people management.

• Proven ability to transform first-time customers into long-term, multi-year partnerships through effective adoption, value delivery, and expansion strategies.

• Proficient in Salesforce for managing accounts, renewals, and opportunities; creating reports and dashboards; and ensuring consistent data and documentation practices.

• Familiarity with contracts, subscriptions, billing processes, renewal timelines, and value or ROI discussions.

• Excellent written communication skills and comfort in reporting to executive leadership.

• Willingness to travel up to 25% of the time.

• Candidates must be legally authorized to work in the United States; Addium, Inc. does not provide employment visa sponsorship now or in the future.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance.

• 401(k) retirement plan with company matching (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 moves quickly and provides the opportunity to truly create and innovate.