Senior Manager of Enterprise Customer Success

As the Senior Manager of Enterprise Customer Success, you will play a crucial role in leading, mentoring, and scaling a high-performing team of Enterprise Customer Success Managers (CSMs). Your primary focus will be on delivering exceptional service to our most significant retail and cannabis partners, ensuring their success and satisfaction with our technology platform.

Responsibilities

• Lead and manage a team of Enterprise Customer Success Managers, providing guidance and mentorship to drive performance and professional growth.
• Develop and execute strategic initiatives to enhance the customer experience and drive adoption of our technology solutions.
• Work closely with cross-functional teams, including Sales, Product, and Marketing, to align on customer needs and deliver tailored solutions.
• Build strong relationships with key stakeholders at enterprise-level clients, ensuring their needs are met and exceeded.
• Analyze customer feedback and metrics to identify areas for improvement and develop action plans to address them.
• Implement best practices for customer onboarding, training, and ongoing support to maximize customer satisfaction and retention.
• Monitor team performance and ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).

Requirements

• Bachelor's degree in Business Administration, Management, or a related field; MBA preferred.
• 5+ years of experience in customer success, account management, or a related field, with a proven track record of managing high-performing teams.
• Strong knowledge of customer success methodologies and best practices, particularly in the technology or cannabis sectors.
• Exceptional leadership, communication, and interpersonal skills, with the ability to build rapport with clients and team members.
• Analytical mindset with the ability to interpret data and make informed decisions to drive customer success initiatives.
• Proficient in using customer relationship management (CRM) software and other customer success tools.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health benefits, including medical, dental, and vision coverage.
• Flexible work schedule and remote work options.
• Opportunities for professional development and career advancement.
• Access to a vibrant company culture that values teamwork, innovation, and employee well-being.
• Engagement in initiatives promoting social justice and community empowerment within the cannabis industry.