Senior Manager, Head of Customer Success
New
A
AROYACannabis, AgTech
Remote working arrangement, based in Denver, Colorado, or Dallas, Texas.Full-TimeManager
Salary120,000 - 150,000 USD per year
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Job Details
- Experience
- At least 5 years of hands-on experience in Customer Success or client management within a B2B subscription or SaaS business; at least 3 years of direct people management experience.
- Required Skills
- People ManagementSalesforceCustomer SuccessAccount Management
Requirements
- Have at least 5 years of hands-on Customer Success or client management experience in a B2B subscription or SaaS business.
- Demonstrate ownership of retention, renewals, account expansion, and senior-level customer relationships.
- Have experience managing difficult customer conversations, addressing dissatisfaction, and recovering at-risk accounts.
- Know customer success methods including account planning, customer journey design, health scoring, renewal forecasting, and escalation management.
- Have at least 3 years of direct people management experience, including setting priorities, managing performance, coaching, and employee development.
- Demonstrate experience delivering onboarding, product adoption, customer value, and account growth.
- Have hands-on Salesforce experience with account and opportunity management, renewal tracking, reporting, dashboards, and team documentation.
- Understand contracts, subscription models, billing processes, renewal cycles, and customer value or ROI discussions.
- Be willing and able to travel up to 25%.
- Experience in cannabis, controlled environment agriculture, horticulture, or AgTech is preferred.
- Plant science, agronomy, or a related educational background is an advantage.
Responsibilities
- Own customer health, retention, and account expansion across the customer portfolio, including gross and net revenue retention.
- Build relationships with strategic accounts, multi-site operators, and customers at risk of churn.
- Identify and resolve expectation gaps, service issues, and adoption challenges before they affect satisfaction or renewals.
- Lead, coach, and manage a team of five customer-facing professionals.
- Establish account plans, usage-based health scores, service standards, and reporting processes.
- Oversee the post-sale lifecycle from order closure and onboarding through adoption, support, and renewal.
- Coordinate customer initiatives with Sales, Product, and Engineering, and represent customer needs in product and leadership discussions.
- Develop account expansion strategies, including growing single-site customers into multi-location partnerships.
- Manage the auto-renewal program and oversee renewal and expansion forecasting with Finance.
- Provide executive leadership with data-driven visibility into customer health, retention, and revenue opportunities.
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