Senior Customer Success Manager, Strategic Accounts (East Coast) 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 Sr. Customer Success Manager, Strategic Accounts to join our growing team. You will work directly with our clients, our Customer Success 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 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 reflect LeafLink’s core values in all of your customer interactions.  

This role is highly collaborative. You will be working cross-functionally. 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
  • Work with ~50 Strategic segment accounts and serve as their trusted advisor and main point of entry to all of LeafLink’s services and solutions.
  • Collaborate with customers including through ongoing communications, annual business reviews, and regular strategy sessions to ensure their growth within LeafLink.
  • Develop and meet quarterly OKRs including revenue retention, annual contract conversion, and growth of customer contract value.
  • Identify new growth opportunities in existing accounts, working cross-functionally with LeafLink’s additional business lines to find and create growth opportunities. Work with business lines including Payments, Logistics, and Marketing Services to create strategies that increase recurring revenue from Strategic customers.
  • Collaborate with the Regional Directors in the Eastern Region (Midwest and East Coast territories) to execute the customer-facing components of the growth strategies for your pod. 
  • Facilitate customers discussions with internal teams from integrations to new service lines.
  • Become a LeafLink platform expert, following all new releases and identifying high priority updates to customers.
  • Maintain a deep understanding of the customer experience by building close relationships with clients, providing strategic support to help them grow their programs, and identifying and resolving potential issues before they become problems.
  • Surface customers needs to the Product & Engineering teams, providing background information for technical resolution. Track and follow-up on high priority tickets to ensure resolution.
  • Be a LeafLink platform expert, helping customers realize the full potential of LeafLink’s marketplace, orders and CRM tools.
  • Lead annual persona-based trainings for customers.
  • Identify opportunities to showcase customer successes through case studies, marketing materials, and more.
  • Track all customer updates, status changes, and touchpoints through Salesforce CRM. Maximize usage of all CS tools to their full potential to support positive customer relationships. 
  • Some light travel for events, customer meetings, training, business reviews, etc.
  • Oversee special projects, serving as the Lead on behalf of the Customer Success team.
  • Support interviewing and onboarding new hires and mentoring junior team members.
  • Serve as a senior contributor by facilitating group training sessions for best practices sharings, leading internal team meetings and discussions, and creating shareable content and resources for the CS team. 
  • Participate in speaking opportunities, facilitate best practices webinars, and deliver high-quality presentations on behalf of CS and LeafLink.
Qualifications
  • 4+ years of experience in a consultative, quota-carrying customer facing role with an enterprise software or SaaS organization.
  • 4+ years communicating technical software including feature demonstrations, functionality overviews, and best practice sharing with VIP, technical and non-technical end users.
  • Strong communication, interpersonal, and presentation skills.
  • Track record of building and maintaining strong and lasting customer relationships virtually and through site visits to ensure maximum client success.
  • Strong ability to facilitate meetings with customers and users of various levels of professional seniority.
  • Problem solver and builder mindset with a strong ability to work cross-functionally to deliver results.
  • Proven ability to negotiate and close deals in a collaborative manner.
  • Proficient in Salesforce. 
  • Preferred experience with MixMax, Mixpanel, and/or other advanced analytics tools (Tableau, Periscope, etc).
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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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

Location

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!

An Insider's view of LeafLink

What are some social events your company does?

As someone hired and working remotely, I’m grateful for the fun opportunities - like virtual happy hours, one-on-one chats and Employee Resource Groups (ERGs) LeafLink has to engage our teams. I’m grateful to help lead our Women of LeafLink ERG by planning programming that builds community and promotes a diverse and inclusive environment for women.

Jenna

Business Insights Engineer

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 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

What projects are you most excited about?

There is so much to be excited about, but I'm most excited about the impressive storage, fulfillment, and transportation services and related software experiences that are evolving at LeafLink. The vision is something the industry truly hasn’t seen and it will propel LeafLink further ahead of anyone in the industry while our customers scale with us

Hostos

Director of Product

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
- Wellness perks that include free Citibike memberships and 12-months free of TalkSpace.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Daily sync
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
Diversity Employee Resource Groups
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
Free 12-month Talkspace membership
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
Remote Work Program
Family Medical 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.
Generous PTO
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
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