About LeafLink

LeafLink is the largest unified B2B cannabis platform, providing licensed cannabis businesses a suite of tools to manage their business more effectively, sell or order from their favorite brands and accelerate growth. We are one platform, one solution and we’re defining the way thousands of cannabis brands, distributors, and retailers streamline their operations. With thousands of brands and retailers across 30+ markets in North America, we are setting the industry standard for how cannabis businesses grow together. LeafLink processes more than $5 billion in wholesale cannabis orders annually.

Our team, backed by funding from leading VC's, including Founders Fund, Thrive Capital, Nosara Capital, and Lerer Hippeau is poised to define the cannabis supply chain through technology. LeafLink was named one of Inc. 5000’s ‘Top 5000 Fastest-Growing Private Companies’; one of Fast Company's 'Top 10 Most Innovative Companies in Enterprise for 2020', joining the ranks of Amazon, Slack, and VMWare; one of Built In NYC's 'Best Places to Work in 2021'; 2024 Fast Company’s Best WorkPlaces for Innovators for Banking, Finance, and Fintech category; 2024 Green Market Report Award for Best Fintech in cannabis - and we're just getting started!

The Role

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. 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 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. 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.

What You’ll be Doing

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
Willingness to travel up to 20% of the time.

What You’ll Bring to the Team

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

LeafLink Perks & Benefits

Flexible PTO - you’re going to be working hard so enjoy time off with no cap!
A robust stock option plan to give our employees a direct stake in LeafLink’s success
5 Days of Volunteer Time Off (VTO) - giving back is important to us and we want our employees to prioritize cultivating a better community
Competitive compensation and 401k match
Comprehensive healthcoverage (medical, dental, vision)
Commuter Benefits through our Flexible Spending Account

LeafLink’s employee-centric culture has earned us a coveted spot onBuiltInNYC’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 Ordershere.