Customer Success Manager, Enlighten

Job Description

Overview:

As a Customer Success Manager at Enlighten, you will be driving our customer business to scale upsell revenue, achieve customer adoption products, and maximize customer delight and retention. Key skills include customer health analysis on a micro and macro level to pinpoint specific customers who need extra focus and attention. Understanding both quantitative and qualitative factors is essential. Drive revenue through upselling & cross selling of solutions products and marketing solutions. We focus on building strong relationships and serve as trusted partners for our customers. This role will report into the Head of Revenue - Enlighten and will work with stakeholders across the company in Sales, Support, Marketing, Product, Engineering, and Finance. The impact you'll make:

• Drive and increase revenue among our customers via teaching and tailoring our solutions to add value to their retail business
• Partner with the Customer Success Operations team to design and launch critical programs to improve customer experience, efficiency and upsell/cross selling strategies.
• Segment & tier Enlighten accounts portfolio and design service strategy to optimize resource and talent allocation
• Provide business analytic strength to help drive initiatives critical to ongoing growth
• Foster an environment of collaboration and ongoing learning within the team and across customer lifecycle
• Partner with the sales leadership team to optimize a seamless Account Executive/ Customer Success handoff and account launch
• Executive Analysis of customer health to drive satisfaction, adoption, retention, and reduce churn alongside customer renewal objectives.
• Maintain a deep understanding of our product and provide vetted, impactful customer feedback to the product team
• Improve upon our existing approaches to customer engagement and account management leveraging our Customer Success platform

What you've accomplished:

• Prior experience leading and/or building a customer success function around scaled customers 2+ years of management experience in Customer Success, Account Management, or related customer-facing position within a rapidly growing SaaS company
• Proven track record of conducting quantitative analysis to derive insights and implement growth strategies
• People management and development; demonstrated leadership through accountability, continuous training and coaching
• Be able to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve
• Attention to detail is a must
• Passion for focusing on the customer experience
• High energy, go-getter with fresh ideas who takes the initiative to get things done

Our 2022 Benefits:

• Medical, Dental & Vision benefits (effective Day1):
• Employee - employer paid premium 100%
• Dependent - employer paid premium 80%
• HMO - Kaiser & Anthem
• PPO and HDHP with HSA - Anthem
• Basic Life & AD&D - employer paid 1x salary
• 401(k) Retirement Plan (with employer contribution)
• PTO (3 weeks accrued); 5 sick days
• Supplemental, voluntary benefits
• Kindbody (family planning/fertility) including up to $10,000 towards cash-pay services
• BenefitEd (Student Loan Repayment/529 Education Savings) including a company contribution of up to $1,000/year
• FSA (Medical, Dependent, Transit and Parking)
• Voluntary Life Insurance
• Critical Illness Insurance
• Accident Insurance
• Short- and long-term disability Insurance
• Pet Insurance
• Company-paid identity theft protection
• Rocket Lawyer legal services platform
• Paid parental leave
• Reimbursements for home office setup and monthly WiFi

Why Weedmaps?

• You get to play a meaningful role in the future of cannabis and how it’s regarded globally
• Catered lunches provided while working in the office
• Casual work environment, read no fancy clothes required, but you are free to dress to the nines!
• Generous PTO and company holidays
• Endless opportunities to network and connect with your fellow Weedmappers through education and speaker series, Employee Resource Groups, happy hours, team celebrations, game nights and much more!

Weedmaps is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law, and will not be discriminated against on the basis of disability. Our company uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify .

Applicants may be entitled to reasonable accommodations under the terms of the ADA and state/local laws. Please inform us if you need assistance participating in the interview process.

About Weedmaps:

WM Technology, Inc.’s (Nasdaq: MAPS) mission is to power a transparent and inclusive global cannabis economy. Now in its second decade, WM Technology has been a driving force behind much of the legislative change we’ve seen in the past 10 years.

Founded in 2008, WM Technology, is a leading technology and software infrastructure provider to the cannabis industry, comprising a B2C platform, Weedmaps, and B2B software, WM Business. The cloud-based SaaS solutions from WM Business provide an end-to-end operating system for cannabis retailers. WM Business’ tools support compliance with the complex, disparate, and constantly evolving regulations applicable to the cannabis industry. Through its website and mobile apps, WM Technology provides consumers with the latest information about cannabis retailers, brands, and products, facilitating product discovery and driving engagement with our retail and brand customers.

WM Technology holds a strong belief in the power of cannabis and the importance of enabling safe, legal access to consumers worldwide. Since inception, WM Technology has worked tirelessly, not only to become the most comprehensive platform for consumers, but to build the software solutions that power businesses compliantly in the space, to advocate for legalization, social equity, and licensing in many jurisdictions, and to facilitate further learning through partnering with subject matter experts on providing detailed, accurate information about the plant.

Headquartered in Irvine, California, WM Technology supports remote work for all eligible employees. Visit us at www.weedmaps.com .

Notice to prospective Weedmaps job applicants:

Our team has been made aware of incidents involving LinkedIn, Telegram, and Facebook accounts impersonating Weedmaps recruiters. These individuals are attempting to use our company name to solicit payment from prospective candidates interested in applying for jobs at our company. Our team is actively working to combat these attempts, but in the meantime, please be mindful of the following:

• Our recruiters will always communicate with candidates through an @ weedmaps.com email address.
• CORRECT: [email protected]
• INCORRECT: [email protected]
• Our recruiters will NEVER ask for or attempt to solicit payment from applicants in order to apply, interview, or work for Weedmaps.
• If you are interested in a role at Weedmaps, please apply through our established channels.
• Weedmaps Careers Page or LinkedIn

If you are unsure if a communication is legitimate, please contact our recruitment team at [email protected] and they will happily confirm for you. Thank you for your vigilance and we appreciate your interest in working with us!

#LI-REMOTE #WMFromAnywhere