Customer Success Manager, LeafLink
$75-100k
+ Stock option plan
More information about location
Wholesale marketplace for legal cannabis
Open for applications
Wholesale marketplace for legal cannabis
201-500 employees
Open for applications
$75-100k
+ Stock option plan
More information about location
201-500 employees
Company mission
To provide growing cannabis businesses with the tools they need to manage their businesses more effectively and accelerate growth.
Role
Who you are
- We’re looking for an experienced Customer Success Manager who has a consultative approach to customer engagement and is also able to understand and deliver tailored resolutions based on their customers’ needs
- You are a good fit for this position if you are a proactive self-starter who is comfortable with change, enjoys a fast pace, is an excellent communicator, and can juggle many tasks and deadlines
- 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
- Preferred experience with Salesloft, Sigma, and/or other advanced analytics tools
What the job involves
- LeafLink seeks a Customer Success Manager to join our growing team
- You will work directly with our top customers on both the Brand and Retail side to guide our customers’ success on LeafLink through the adoption of our marketplace and financial service solutions
- You will work with a cross-functional Go-To Market Pod to not only push customer engagement with LeafLink’s platform but also to contribute to LeafLink’s overall success
- You will also work closely with our Support team, partnering to manage various requests across accounts within your market
- As the internal voice of the customer, you will collect and share feedback with internal stakeholders, helping to shape the future strategy of LeafLink’s marketplace
- You will also provide strategic guidance that reflects best practices, technical expertise, and industry acumen
- This role is highly collaborative
- 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
Our take
Cannabis is the most widely produced and consumed drug in the world, but until relatively recently this market remained underground. An increasing number of US states, however, are opting to legalize cannabis, opening up a highly lucrative market opportunity that businesses are looking to capitalize on.
LeafLink has cemented its position as one of the major supply chain players in the growing legal cannabis market, connecting suppliers with retailers through its wholesale eCommerce marketplace. Currently, it commands over half of the US cannabis market, as well as having strong VC backing, and surpassing the $1B transaction threshold.
Since 2016, it has helped over 12,000 companies build relationships., process payments, and ship products to retail and it isn't slowing down any time soon. Recently the company acquired Leaf Trade and Dama Financial, putting it in an even greater leadership position within the cannabis industry. Now the company looks set for an even greater future.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 7 rounds)
Feb 2023
$100m
SERIES D
Jul 2021
$40m
SERIES C
Total funding: $229m
Company benefits
- Healthcare, dnetal, and vision coverage
- 401k plan
- Company equity
- Unlimited PTO + 5 days of Volunteer Time Off (VTO)
- Learning and development stipend
Company HQ
Financial District, New York, NY
Leadership
Artie Minson
(CEO & President)Initially joined LeafLink as COO in 2022 before becoming CEO in 2023.
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