Job Title: Grower Experience Manager
Department: Aroya Support
Location: Denver, CO or Dallas, TX
Travel Requirement: up to 30%
Compensation Details: $120k - $150k
Position Summary
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. This is a cross-functional program involving finance, systems, and customer communication, and you own delivering it.
- Expansion motion. Make expansion a repeatable motion rather than an opportunistic one. Define what qualifies, how it is surfaced, and how it converts.
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. The most common failure in this structure is work drifting to whoever answers first, which quietly turns specialists into generalists and burns out the fastest responder.
- Account health model. Build and maintain how AROYA defines a healthy account, grounded in platform usage and device health rather than in how recently someone called.
- Escalation path. Be the point of last resort for escalated customers, and the person who decides when an account needs an exception.
- Voice of the customer. Own the aggregated feedback loop into product, engineering, and marketing. Deliver themes and priorities, not forwarded complaints.
The Team
- People leadership. Hire, develop, and retain five specialists with different skill profiles and different definitions of a good day. Set expectations, run one-on-ones, handle performance directly.
- Capacity and coverage. Own account assignment, coverage models, and workload balance across East and West. Protect split roles from collapsing into their highest-volume component, and treat sustained overflow as a staffing signal rather than an individual performance problem.
- Standards and enablement. Define what good looks like for onboarding, case handling, business reviews, and advising, and build the SOPs, templates, and training that make it repeatable.
- Capability building. Reduce single points of failure. Cross-train deliberately so no customer outcome depends on one person being available.
The Operating Rhythm
- Renewal cadence. Run a recurring renewal and at-risk review across both coverage areas so nothing surfaces in the last thirty days.
- Reporting. Deliver a consistent view of retention, activation, adoption, escalation, and services performance to revenue leadership. Own the definitions so the numbers mean the same thing every month.
- Systems ownership. Own how Grower Experience work is captured in Salesforce and AROYA's internal tools. Documentation discipline across the team is your responsibility, not an individual virtue.
Cross-Functional
- Sales partnership. Own the handoff from field sales into onboarding, and the availability of technical pre-sales support back to sales.
- Product partnership. Bring the installed base's reality to the roadmap conversation with evidence.
- Finance and deal desk partnership. Coordinate with the deal desk and finance on renewal paperwork, billing, and payment method management so administrative friction never costs a renewal.
- 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 without escalating them to your manager.
- Enough technical and cultivation literacy to earn credibility with agronomists, growers, and support specialists. Controlled environment agriculture or cannabis experience is a strong advantage.
- 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 rather than from anecdote.
- 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%
How success is measured
- 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.
Why it Matters
AROYA is a subscription business selling into an industry with real operating pressure. Growers renew when the platform demonstrably improves their outcomes and when someone at AROYA is visibly invested in that happening. Everything that makes that true sits under this role. Acquisition gets a customer. Grower Experience decides whether that customer is worth what we paid to win them.
AROYA Team Contribution Standards
Contribution will be considered successful when:
- Product ownership. You understand and can articulate the product. You solicit input from other team members before decisions that affect their area, and you clearly explain the reasoning behind your decisions, including caveats or assumptions.
- Learning mindset. You are committed to continuous improvement. You share observations and constructive criticism aimed at team and product improvement, and use mistakes as learning opportunities.
- Problem solving. You find ways to eliminate or work around barriers, address problems in a timely, open, and respectful manner, and focus energy on what is within the team's control.
- Results oriented. You consistently deliver by prioritizing well, managing time efficiently, and maintaining a strong pace of execution.
What We Offer
- 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
