Associate Customer Success Manager

This is a fully remote position, open to applicants in Florida.

📋 Description

• Cultivate and uphold existing customer relationships.

• Guide customers towards complete adoption and integration of Metrc products.

• Proactively assist a diverse array of customers through strategic account planning and the resolution of customer success issues.

• Collaborate with teams in Sales, Marketing, GA/EABD, Support, Product, and Finance.

• Work in partnership with Customer Success Managers and Regional Customer Success Directors.

• Participate in relevant training to enhance product, industry, and company knowledge.

• Anticipate customer needs and challenges, resolving issues independently.

• Conduct training sessions and product demonstrations alongside CSM and product teams.

• Contribute insights and analysis to QBR decks and monthly reports.

• Independently manage 1–2 small markets as the primary contact for customers.

• Assist in customer calls and meetings.

• Communicate customer feedback and their voice to internal teams.

• Establish and nurture relationships with designated customers, providing consultative support.

• Collect customer feedback and report requests to Product Management and Development.

• Manage time effectively to promote customer satisfaction, account renewal, and growth.

• Facilitate the gathering of information and documentation.

• Update and oversee deliverables.

• Learn to conduct virtual and in-person product demonstrations and training sessions.

• Aid in the creation of messaging, communication materials, training details, and release notes.

• Perform additional duties as assigned.

⛳️ Requirements

• Over two years of experience in the software industry.

• A college degree or equivalent professional experience.

• Experience in Customer Success or Support is preferred.

• Background in conducting software demonstrations and training is preferred.

• Strong public speaking and presentation skills.

• Excellent interpersonal and collaboration abilities.

• Preferred experience in the regulated cannabis industry and familiarity with government policies.

• Willingness to travel frequently, approximately 25% of work time.

• Occasional evening and weekend work may be necessary.

• Ability to sit for extended periods.

• Ability to frequently talk or hear.

• Visual acuity to operate equipment, read technical documentation, and use a keyboard and mouse.

• Must be able to travel to client agencies and cannabis business operators.

🏝️ Benefits

• Frequent travel, usually by company car and/or commercial air carrier.

• Remote work opportunity.

• Equal employment opportunities and consideration for career advancement.

• Reasonable accommodations provided for individuals with disabilities.