Canix

Canix makes it easy to get and stay compliant as a cannabis business.

Customer Success Manager at Canix

$65k - $75k / 0.05% - 0.05%
Location
San Francisco, CA / Remote
Job Type
Full-time
Experience
3+ years
Connect directly with founders of the best YC-funded startups.
Apply to role ›
Stacey Hronowski
Stacey Hronowski
Founder

About the role

Summary

At Canix the customer comes first. We are nothing without the relationships we've built to help our product become a top performer in the cannabis enterprise resource planning (ERP) industry. As such, we are looking to continue building out our Customer Experience team with the addition of a Customer Success Manager.

Our Customer Success Manager understands that this role is not about "winning the customer", but instead "showing the customer the path to value" (HBR). We are looking for someone who has a true passion for helping others learn and adopt software, while also zooming out to focus on long-term growth for the product and our customer service offerings. As a CSM, you will often be the first, or even the only person to hear feedback from important customers. We're looking for someone who's not only customer-facing, but also product-minded, who can seek out, absorb, and synthesize this feedback for our leadership and engineering team. The product has been shaped by a collective effort of the entire team thus far, and we're looking to continue this with our next hire.

If you are someone who:

Loves training and customer education, Knows how to get out in front of problems and proactively help customers with potential issues, Has a keen eye for implementing features according to customer needs, Strives to work in a role in which you'll develop cross-functional relationships to help the entire Customer Experience organization ... then this is the role for you!

Responsibilities

Supports users at critical stages throughout their customer journey — owning the account from onboarding to renewal. Travel will be required for on-site training and business reviews Enable product adoption by offering relevant and engaging learning experiences. Be the primary representative and go-to resource for strategic accounts. Develop policies and best practices for the scale and development of future customer success functions. Grow annual usage of Canix via quarterly business reviews to help customers understand and continuously improve their business. Identify, surface, and mitigate risks to a customer’s success plan. Advocate within Canix on the customer’s behalf. Analyze data to build internal processes and implement tools to help this role scale. Serve as a Canix expert, keeping up with new features and issues, and providing quality feedback to our Engineering team regarding active issues and trends. Help to configure customer accounts based on a combination of customer specifications, best practices, and industry regulations. Experience and Requirements

3-5+ years in a customer service position, preferably in SaaS. Prior experience in software implementation or consultation. Ability to juggle multiple clients of varying size and technical capabilities. Practiced prioritizing and responding to multiple channels and requests in a timely fashion. Exceptional presentation skills. Capacity to get technical, product-minded — you pick up new technology quickly and love learning how things work. Excellent verbal and written communication skills; you can translate complex information so it's accessible to anyone. Comfortable in a fast-paced and low-context environment. Experience working in the cannabis industry is a plus, but not necessary.

Why you should join Canix

Canix is building the first generation of modern software for the burgeoning cannabis industry. We help our customers overcome daunting compliance regulation, sell more product, and optimize their day to day operations—from cultivation, to processing, to distribution.

Recent winner of TechCrunch Disrupt 2020, find out more at TechCrunch and canix.com.