Customer Success Manager

Summary

Join LeafLink as a Customer Success Manager and work with top cannabis industry clients. Guide clients' success using LeafLink's marketplace and financial service solutions. Collaborate with a cross-functional team to enhance customer engagement and contribute to LeafLink's overall growth. Act as the internal voice of the customer, collecting feedback to shape future strategies. Provide strategic guidance based on best practices and industry expertise. This highly collaborative role requires a proactive, adaptable individual who excels in a fast-paced environment.

Requirements

• Business degree or equivalent professional experience preferred
• 3+ years of experience in a consultative customer-facing role with an enterprise software or FinTech SaaS organization
• 3+ years communicating technical software, including feature demonstrations, functionality overviews, and best practice sharing with VIP, technical, and non-technical end users
• A solid understanding of the current landscape in the legalized Cannabis industry
• Proficiency in operational payment cycles and inventory management
• Exceptional communication, interpersonal, analytical, and organizational skills
• Track record of building and maintaining strong consultative customer relationships virtually as well as in person
• Strong ability to facilitate meetings with customers and users of various levels of professional seniority and technical skill
• You have a track record of achieving and exceeding your targets
• Problem solver and self-starter mindset with a strong ability to work cross-functionally to deliver results
• You are a successful self-starter who can provide pioneering suggestions from your in-market experience and customer relationships
• You possess the ability to excel in a fast-paced startup, and you thrive in a dynamic environment that is constantly evolving and changing
• Proficient in Salesforce

Responsibilities

• Serve as the key Customer Success Management team member on your book of business, working together with Account Managers and Client Partners, and other solution line specialists to grow the customer’s adoption and loyalty across all aspects of the LeafLink platform
• Be a trusted LeafLink partner to your book of business and help customers become successful by demonstrating the opportunities available through LeafLink’s marketplace & financial service solutions
• Make recommendations and assist customers in your book of business with best practices and solutions on the LeafLink platform
• Take accountability for the success of your LeafLink customers, their satisfaction, and the value they get from LeafLink’s marketplace & financial service solutions by taking their perspective and business needs as priority
• Constantly strive to expand your customers’ LeafLink usage and adoption of their financial services and platform through thoughtful outreach, training, customer check-ins, and meetings
• Proficient in upselling by effectively identifying and capitalizing on opportunities to offer additional services to brands and retailers, resulting in increased revenue and enhanced customer satisfaction through a consultative, relationship-driven approach
• Develop and manage multi-layer relationships with the cannabis industry’s largest brands and retailers, identifying potential new opportunities with partners and ensuring those relationships support key growth, monetization, and product initiatives of the company
• Strive to meet your quarterly goals, comprising customer engagement & adoption metrics and your cross-sell and upsell quotas
• Leverage data to identify gaps that brand & retail clients may have in running their businesses as efficiently as possible on LeafLink, and act on providing solutions to help them improve
• Become a LeafLink platform expert, following all new product releases and identifying high-priority updates to customers
• Ensure client satisfaction and long-term loyalty, manage client expectations, and solicit and act on client feedback
• Contribute to standardized customer engagement sequences as the key member of the client’s account team
• Work closely with our Go To Market, Marketing, Product, and Support teams to deliver exceptional client experiences and be the true voice of the retail marketplace solution & financial services customer
• Track and follow up on high-priority Product tickets to ensure timely resolution
• Track all retail customer updates, status changes, and touchpoints through Salesforce CRM
• Maximize the usage of all Customer Success Management tools to their full potential to support positive customer relationships
• Identify opportunities to improve our current processes, tools, reporting, and documentation
• Willingness to travel up to 20% of the time

Preferred Qualifications

Preferred experience with Salesloft, Sigma, and/or other advanced analytics tools

Benefits

• Flexible PTO - you’re going to be working hard so enjoy time off with no cap!
• A robust stock option plan to give our employees a direct stake in LeafLink’s success
• 5 Days of Volunteer Time Off (VTO) - giving back is important to us and we want our employees to prioritize cultivating a better community
• Competitive compensation and 401k match
• Comprehensive health coverage (medical, dental, vision)
• Commuter Benefits through our Flexible Spending Account