[Hiring] Grower Experience Manager @ADDIUM, Inc.

Role Description

The Grower Experience Manager leads AROYA’s post-sale organization, carrying responsibility for the customer from the first sensor coming online through each renewal that follows. The team is five people across three functions whose work is genuinely different:

• Grower Support brings facilities live and keeps them running.
• Grower Success carries the relationship and the revenue over time.
• Agronomic Advising provides the cultivation depth that makes the data worth acting on.

This role connects those functions into a single customer experience rather than a series of handoffs, and owns the retention and expansion results that follow from it. There is meaningful building to do alongside the management. The team structure is in place, while the operating rhythm, the account health model, the service definitions, and the standards that hold them together are still taking shape. The person in this role will define much of that.

Key Responsibilities

• The Retention and Expansion Number
  • Gross and net revenue retention.
  • You carry the AROYA retention number. Renewals, churn, and expansion within the installed base are your outcome, not Grower Success’s alone.
  • Churn accountability. Own the at-risk process end to end: how risk is identified, who intervenes, when it escalates to you, and what gets learned when an account leaves anyway.
  • Auto-renewal program. Drive the installed base onto auto-renewal with a payment method on file.
  • Expansion motion. Make expansion a repeatable motion rather than an opportunistic one.
• The Customer Experience
  • End-to-end lifecycle. Own activation speed, adoption, support quality, agronomic value delivery, and renewal as a single connected experience with clear internal handoffs.
  • Handoff integrity. Enforce the boundaries between the three functions.
  • Account health model. Build and maintain how AROYA defines a healthy account.
  • Escalation path. Be the point of last resort for escalated customers.
  • Voice of the customer. Own the aggregated feedback loop into product, engineering, and marketing.
• The Team
  • People leadership. Hire, develop, and retain five specialists with different skill profiles.
  • Capacity and coverage. Own account assignment, coverage models, and workload balance.
  • Standards and enablement. Define what good looks like for onboarding, case handling, and advising.
  • Capability building. Reduce single points of failure.
• The Operating Rhythm
  • Renewal cadence. Run a recurring renewal and at-risk review.
  • Reporting. Deliver a consistent view of retention, activation, adoption, escalation, and services performance.
  • Systems ownership. Own how Grower Experience work is captured in Salesforce and AROYA’s internal tools.
• Cross-Functional
  • Sales partnership. Own the handoff from field sales into onboarding.
  • Product partnership. Bring the installed base’s reality to the roadmap conversation.
  • Finance and deal desk partnership. Coordinate with the deal desk and finance on renewal paperwork.
  • Marketing partnership. Supply references, case study candidates, and advocacy from the customer base.

Qualifications

• Experience leading a post-sale team in a recurring revenue business, with direct accountability for a retention number.
• Proven people management, including hiring, developing, and having hard conversations.
• Enough technical and cultivation literacy to earn credibility with agronomists, growers, and support specialists.
• Comfort managing across distinct functions rather than a single discipline.
• Operating discipline. You build cadences and stick to them.
• Data fluency. You can work a book of business from Salesforce and usage data.
• Commercial judgment. You know when to protect the relationship and when to hold the line on price or scope.
• Strong written communication, including reporting to executive leadership.
• Willingness to travel to customer facilities, trade shows, and internal meetings. Travel up to 30%.

Requirements

• Gross revenue retention and net revenue retention across the AROYA installed base.
• Time from close to activated customer.
• Sustained adoption across the base, measured by platform usage.
• Percentage of the base on auto-renewal with a valid payment method on file.
• Support responsiveness and resolution standards, including repeat escalation rate.
• Agronomic services delivered, utilization, and attach rate.
• MSO account health and site coverage growth.
• Team retention, ramp speed for new hires, and demonstrated capability depth across roles.
• Quality and consistency of reporting to revenue leadership.

Benefits

• Competitive salary
• 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
• HSA with company contribution and FSA options
• A small, focused team that moves fast and gives you the room to actually build something