Head of Customer Success & Growth (Remote)

Jobgether; United States; Remote; USD 120,000 - 150,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Paid time off and holidays

Company-paid life and disability

Job summary

Jobgether is seeking a Senior Manager, Head of Customer Success (AROYA) to lead post-sale customer journeys for commercial cannabis and controlled environment agriculture clients in the United States.

You will manage a five-person customer-facing team, drive onboarding, adoption, and renewal strategies, and partner with Sales, Product, Engineering, and Finance to enable scalable success and revenue growth.

Qualifications

• At least 5 years of hands-on experience in Customer Success or client management within a B2B subscription or SaaS business.
• Demonstrated ownership of customer retention, renewals, account expansion, and senior-level customer relationships.
• Experience managing difficult customer conversations, addressing dissatisfaction, and recovering at-risk accounts.
• Knowledge of customer success methodologies, including account planning, customer journey design, health scoring, renewal forecasting, and escalation management.
• Experience building customer success processes, frameworks, and reporting structures from the ground up is a strong advantage.
• At least 3 years of direct people management experience, including responsibility for team priorities, performance management, coaching, and employee development.
• Proven ability to turn new customers into long-term relationships through onboarding, product adoption, consistent value delivery, and account growth.
• Hands-on experience with Salesforce, including account and opportunity management, renewal tracking, reporting, dashboard creation, and maintaining accurate team documentation.
• Familiarity with dedicated customer success platforms is an advantage.
• Strong understanding of contracts, subscription models, billing processes, renewal cycles, and customer value or ROI discussions.
• Excellent written and verbal communication skills, with the ability to present customer performance, risks, and opportunities to executive leadership.
• Strong organizational, analytical, and relationship-building skills, combined with a proactive and commercially focused approach.
• Willingness and ability to travel up to 25%.
• Preferred experience in cannabis, controlled environment agriculture, horticulture, or agricultural technology (AgTech).
• Educational background in plant science, agronomy, or a related discipline is an advantage.
• Applicants must be legally authorized to work in the United States. Employment visa sponsorship is not available now or in the future.

Responsibilities

• Own customer health, retention, and account expansion across the customer portfolio, with direct responsibility for gross and net revenue retention.
• Build and maintain trusted relationships with key customer stakeholders, particularly strategic accounts, multi-site operators, and customers at risk of churn.
• Proactively identify and resolve expectation gaps, service issues, and adoption challenges before they affect customer satisfaction or renewal outcomes.
• Lead, coach, and manage a team of five customer-facing professionals, setting priorities and supporting individual performance and professional development.
• Establish structured account plans, usage-based customer health scores, consistent service standards, and effective reporting processes.
• Oversee the complete post-sale customer lifecycle, from order closure and onboarding through product adoption, ongoing support, and renewal.
• Coordinate cross-functional initiatives with Sales, Product, and Engineering to address customer needs and deliver effective solutions.
• Develop repeatable account expansion strategies and lead initiatives that turn single-site customers into broader, multi-location partnerships.
• Manage the auto-renewal program, encouraging customers to adopt automatic renewals with payment methods securely on file.
• Oversee renewal and expansion forecasting, ensuring accurate billing readiness and close coordination with Finance.
• Represent the voice of the customer in product discussions and leadership meetings, providing actionable insights into customer needs, risks, and opportunities.
• Provide executive leadership with clear, data-driven visibility into customer health, retention performance, and revenue opportunities.

Skills

Customer success

Account management

Renewals

Onboarding

Product adoption

Forecasting

Relationship building

Communication

Travel planning

Team leadership

Education

Plant science or agronomy background

Related discipline

Tools

Salesforce

Customer success platforms

Job description

Jobgether is seeking a Senior Manager, Head of Customer Success (AROYA) to lead post-sale customer journeys for commercial cannabis and controlled environment agriculture clients in the United States.

You will manage a five-person customer-facing team, drive onboarding, adoption, and renewal strategies, and partner with Sales, Product, Engineering, and Finance to enable scalable success and revenue growth.