Manager of Customer Success and Education

Job Title: Manager of Customer Success and Education

Department: Shared Services        

Reports To:  VP, Operations Support

Location: Remote

Employment Type: Full-time

Job Summary:

The Manager of Customer Success and Education will play a pivotal role in empowering growers by providing expert guidance on optimizing cultivation operations for increased quality, yields and profitability. This role involves leveraging data from remote sensors, lab tests and facility assessments to make science-backed recommendations for clients.

Additionally, the Manager will mentor and advise a team of Cultivation Advisors, ensuring consistency and excellence in their facility assessments and client interactions. This individual will also develop educational materials to support both customers and employees, reinforcing Hydrobuilder Holdings' mission of delivering curated solutions and expertise to help growers achieve their goals.

This is a dynamic position for an experienced cultivation professional with a deep understanding of plant health, environmental controls, data-driven decision-making, and customer success strategies.

Key Responsibilities:

Customer Success & Consulting:

•    Work directly with customers to analyze and interpret data from remote sensors, lab reports and facility assessments to provide actionable recommendations.

•    Provide expert guidance on nutrient management, climate control, lighting, irrigation, and integrated pest management to enhance client outcomes.

•    Oversee and ensure accurate and effective implementation of HGV nutrients and other HBH solutions in commercial cultivation environments.

•    Serve as the escalation point for customers needing in-depth consultation beyond the Cultivation Advisor level.

•    Advise growers on HBH’s products and how to integrate them into their operations to optimize growth and yield. 

•    Deliver professional consulting services, including on-site assessments, data analysis, and system optimization. Write, edit, and deliver comprehensive Statements of Work (SOW) that detail project deliverables and objectives. 

•    Draft, review, modify, and implement Standard Operating Procedures (SOPs) to optimize client operations, ensuring consistent outcomes through efficient practices. 

•    Develop strong, long-term relationships with clients, ensuring continued satisfaction and helping them achieve their growth and yield goals using HBH’s solutions.

Mentorship & Leadership:

•    Mentor and guide a team of Cultivation Advisors, ensuring their facility assessments are thorough, accurate, and actionable.

•    Develop training programs and provide ongoing education to standardize best practices across the team.

•    Foster a culture of knowledge-sharing and continuous improvement among advisors and clients.

Education & Training Development:

•    Create and distribute educational materials, white papers, SOPs, and training programs for both internal employees and external customers.

•    Develop and lead webinars, in-person workshops, and online courses to educate growers on best practices.

•    Stay ahead of industry trends, emerging technologies, and regulatory updates to ensure HBH remains the thought-leader in cultivation optimization.

Data Analysis & Reporting:

•    Oversee the collection, analysis, and interpretation of leaf tissue, nutrient, and water analyses to support customer recommendations.

•    Utilize grow management software and other analytics tools to track customer data and ensure effective implementation of prescribed solutions.

•    Develop standardized reporting formats for internal use and customer-facing insights.

Collaboration & Strategy:

•    Work closely with sales, marketing, and product development teams to align customer insights with business strategy.

•    Provide field-based feedback to refine product offerings, trial programs, and customer engagement strategies.

•    Assist in onboarding large-scale cultivation clients, ensuring seamless integration of HBH solutions into their operations. 

•    Conduct market research to identify trends and new opportunities in the CEA industry.

Key Performance Indicators (KPIs):

•    Customer satisfaction and retention based on implemented recommendations.

•    Effectiveness of mentorship – consistency and quality of Cultivation Advisor facility assessments.

•    Accuracy and impact of data analysis from remote sensors, lab tests and facility reports.

•    Engagement and adoption of educational programs by customers and employees.

•    Trial activation and follow-through – successful implementation of HGV and other HBH products.

•    Revenue growth and expansion through actionable insights and product recommendations.

Key Challenges:

•    Ensuring consistency in data analysis and reporting across diverse cultivation environments.

•    Balancing mentorship, customer engagement, and content development in a fast-paced industry.

•    Keeping up with rapid advancements in cultivation technology and adjusting strategies accordingly.

•    Developing educational materials that cater to both novice and experienced growers.

Job Knowledge, Skills & Experience:

•    5 years of experience in commercial cannabis cultivation, horticulture, or agronomy.

•    Expertise in nutrient management, irrigation, climate control and integrated pest management.

•    Strong data analysis skills with experience interpreting lab reports, remote sensor data and facility assessments.

•    Proven ability to mentor and lead a team of cultivation professionals.

•    Experience developing and delivering educational content, training programs and technical documentation.

•    Proficiency with Microsoft Office, PDS software, Aroya and other sensors and other relevant cultivation management tools.

•    Exceptional communication and interpersonal skills, with an ability to translate complex cultivation concepts into actionable advice.

•    Ability to travel to client sites and HBH locations as needed.

Preferred:

•    Experience managing customer success teams or advisory services.

•    Background in technical sales, consulting or agronomic research.

•    Multilingual proficiency (a plus).

Why Join Hydrobuilder Holdings?

•    Impact: Directly influence customer success and business growth.

•    Innovation: Work with cutting-edge technology and cultivation solutions.

•    Leadership: Shape and mentor a high-performing team of Cultivation Advisors.

•    Education & Growth: Be at the forefront of agriculture and cannabis education.

This role is an exciting opportunity for an experienced cultivation expert who is passionate about data-driven consulting, mentorship, and education in the commercial cultivation industry. The Manager of Customer Success and Education will play a critical role in empowering HBH customers to thrive, improving operational efficiency, and strengthening Hydrobuilder’s reputation as the go-to resource for expert cultivation support.