LeafLink
New York, NY

Customer Success Manager, Emerging Accounts at LeafLink

| Greater NYC Area
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About LeafLink

LeafLink is the regulated cannabis industry's largest wholesale marketplace, providing licensed dispensaries the ability to order from their favorite brands, as well as a suite of software tools for those brands to manage and scale their operations.

With thousands of retailers and thousands of brands across 26 territories in the US and Canada, we are setting the industry standard for how cannabis businesses grow together. LeafLink annually processes and manages more than $1 billion in wholesale cannabis orders - you can learn more about our history and path to $1B here http://firstbillion.leaflink.com/.

Our team, backed by funding from leading VC's, including Thrive Capital and Lerer Hippeau is poised to define the cannabis supply chain through technology. LeafLink was named one of Built In NYC's 'Best Places to Work in 2021', as well as one of Fast Company's 'Top 10 Most Innovative Companies in Enterprise for 2020', joining the ranks of Amazon, Slack, and VMWare - and we're just getting started!

The Role

LeafLink seeks a Customer Success Manager to join our growing Customer Success team. You will work directly with our clients, our Customer Experience team, and various internal teams to support our customers, grow the LeafLink network, and evolve our platform.

Your number one responsibility day-in and day-out is to delight our customers. You will be part of a team creating a world-class experience for our customers. You will serve as the subject matter expert, advising your accounts on best practices for leveraging LeafLink to grow their businesses. You will provide strategic guidance that reflects best practices, technical expertise, and industry acumen. You will work with a large group of emerging accounts, providing high-quality customer service to accounts at scale. You will reflect LeafLink’s core values in all of your customer interactions.  

This role is highly collaborative. You will help develop this service line, which will be a new offering for 2021. You will be working cross-functionally across multiple teams, team members and markets. You need to be an excellent communicator and proactive self-starter who is comfortable with change, enjoys a fast pace, and can juggle many tasks and deadlines.

Responsibilities
  • In this role, you will manage a portfolio of emerging customers, owning their success by ensuring they realize the full value and potential of LeafLink.
  • You will provide customer service at scale through a one-to-many approach. You’ll use Salesforce and internal tools to create automated but strategic and personalized account engagements throughout the customer journey.
  • You will identify highlights and key opportunities to deliver to customers through marketing campaigns. 
  • You will create and distribute resources to familiarize clients with features and best practices.
  • You will maintain a deep understanding of the Customer Success by building relationships with clients, providing support to help grow their programs, and identifying and resolving potential issues before they become problems.
  • Meet regular touchpoints targets with all clients through automated email and phone support. 
  • Help customers maximize their usage of and success with the platform.
  • Identify new growth opportunities, working cross-functionally to find and create conversions or upsells.
  • Maintain updated account notes in Salesforce.
  • Become a LeafLink platform expert, staying up to date on the latest features and functionality.
  • Facilitate product feedback for customers by documenting bugs and requests in Jira.
  • Develop and meet quarterly OKRs.
Qualifications
  • 3+ years of experience managing relationships with a SaaS software solution. Experience with supporting a large group of emerging businesses/SMBs preferred. 
  • Demonstrated success in a high volume account management role.
  • 3+ years communicating technical software including feature demonstrations, functionality overviews, and best practice sharing with non-technical end users.
  • Strong communication, interpersonal, and presentation skills.
  • Experience in using Salesforce CRM and a strong understanding of Hubspot or other marketing automation tools. 
  • Experience in online demonstrations and web-based trainings for groups.
  • Track record of building and maintaining strong and lasting customer relationships to ensure maximum client success.
Benefits
  • Flexible PTO to give our employees a little extra R&R when they need it  
  • Competitive compensation and 401k 
  • Comprehensive health coverage (medical, dental, vision) 
  • Commuter Benefits through a Flexible Spending Account
  • A robust stock option plan to give our employees a direct stake in LeafLink’s success
LeafLink’s employee-centric culture has earned us a coveted spot on BuiltInNYC’s Best Places to Work for in 2021 list. Learn more about LeafLink’s history and the path to our First Billion in Wholesale Cannabis Orders here.
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Where we are

In the heart of the Financial District, we're accessible to most subway lines, the path train, and ferries, with almost too many lunch options!

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • VueLibraries
    • DjangoLibraries
    • DjangoFrameworks
    • VueFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • KissmetricsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • JIRAManagement
    • WordpressCMS
    • LeafLink CRMCRM
    • MailChimpEmail
    • Google InboxEmail
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What are LeafLink Perks + Benefits

LeafLink Benefits Overview

LeafLink provides:

- Flexible PTO to give our employees a little extra R&R
- Competitive compensation and 401k
- Comprehensive health coverage (medical, dental, vision)
- Commuter Benefits through a Flexible Spending Account
- A robust stock option plan to give our employees a direct stake in LeafLink’s success

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Leaflink offers voluntary long-term and short-term disability plans.
Dental Benefits
LeafLink's dental plan has no deductible and covers 100% of preventative services, including X-rays, and has a $5 co-pay.
Vision Benefits
Our vision plan covers annual eye exams and lenses after a $20 copay. Frames and contact lenses are covered up to $100 annually.
Health Insurance Benefits
Leaflink offers a range of Aetna plans that cover both in network and out of network providers, and have copays as low as $20. We also have complimentary enrollment in One Medical and Teladoc.
Life Insurance
Our voluntary Life Insurance plans offer our employees financial stability and security.
Wellness Programs
LeafLink offers discounted Gym memberships to its full time employees.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
LeafLink's 401k plan offers a broad range of available funds, including Vanguard, Fidelity, and American Funds.
Company Equity
LeafLink offers stock options through our Stock Option Plan.
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Leaflink's Flexible PTO policy allows our team to execute ferociously, with the knowledge that they will be able to rest and recharge when they need to.
Paid Volunteer Time
Paid Holidays
Leaflink offers 11 days per year for Major Holiday observance.
Paid Sick Days
Perks & Discounts
Casual Dress
LeafLink's casual dress policy allows our employees to work however they feel most comfortable, whether that be in tie-die t-shirts and shorts or jeans and a sweatshirt.
Commuter Benefits
LeafLink offers pre-tax commuter benefits to all full time employees.
Company Outings
LeafLink has quarterly team outings, an annual holiday party, and an annual incentive trip.
Stocked Kitchen
LeafLink offers unlimited snacks, tea and coffee.
Some Meals Provided
Happy Hours
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
LeafLink has a generous annual budget for attending industry conferences and events.
Lunch and learns
Promote from within

An Insider's view of LeafLink

How do you collaborate with other teams in the company?

On a large scale, the LeafLink team collaborates during “Huddle Booze Report” (HBR), a biweekly meeting where team leaders present on company KPIs, accomplishments, and challenges (with some beers). Every member of the team is welcome to comment or ask questions, bringing forth their thoughts and ideas.

Claire

Director of Operations, Marketplace

How has your career grown since starting at the company?

As cliche as it may sound, one of my favorite things at LeafLink is that no day is ever the same. I’m excited to go into the office every single day to see what the day brings. At LeafLink, EVERYONE has a voice. In addition to the breakout success our service saw in California, my life also drastically changed. I saw my earnings increase over 300%

Josh

Account Executive, LA Manager

How do you make yourself accessible to the rest of the team?

As co-founder and CTO it’s important for me to maintain official communication channels with teams and individuals. We have various meetings that bring leadership together with teams which include sprint demos, retrospects, daily standups and one on one meetings. Open communication supports alignment and productivity something we are all about here

Zach

Co-Founder and CTO

LeafLink Careers In NYC
35

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