Customer Experience Specialist

Customer Success Specialist

📍 Remote | Full-Time | Unlimited PTO | 100% Health Insurance Paid by Company

Help Shape the Future of Cannabis Retail Technology

At Alleaves, we're transforming the cannabis industry through innovative retail technology. Our all-in-one Point of Sale and Retail Management Platform helps dispensaries and multi-location operators run smarter, faster, and more compliantly.

As we continue to grow, we're looking for a Customer Success Specialist who is passionate about building relationships, solving problems, and helping customers thrive. If you love working directly with clients, driving adoption, and making a measurable impact, we'd love to meet you.

What You'll DoMerchant Onboarding & Deployment

• Guide merchants through POS setup, hardware deployment, and go-live readiness
• Conduct structured onboarding sessions and role-specific training
• Ensure merchants are fully operational and confident before handoff to steady-state support

Account Management & Relationship Ownership

• Own a portfolio of assigned merchant accounts as the primary point of contact
• Conduct regular check-ins, business reviews, and proactive outreach
• Build strong relationships across merchant teams — owners, managers, and staff

Platform Adoption & Customer Education

• Drive active, correct usage of the Alleaves platform across all workflow areas
• Identify gaps in adoption and deliver targeted re-training or resource support
• Promote usage of key features to reduce manual workarounds and improve efficiency

Retention & Health Management

• Monitor merchant health signals and proactively address risk before it escalates
• Identify early churn indicators and execute intervention plans in coordination with the Director of CX
• Document account health and activities in CRM with accuracy and consistency

Escalation & Issue Resolution

• Serve as the first line of escalation for merchant issues, triaging and resolving efficiently
• Coordinate with internal teams (Product, Engineering, Support) to resolve complex issues
• Communicate timelines, updates, and resolutions clearly and proactively to merchants

Expansion & Revenue Growth

• Identify upsell and expansion opportunities within existing accounts
• Collaborate with Sales on growth opportunities and referrals
• Surface merchant feedback and trends to inform product and commercial decisions

Reporting & Feedback Loop

• Track and report on key success metrics: adoption rates, NPS, retention, expansion
• Capture and escalate product feedback and recurring merchant pain points
• Contribute to internal process improvements and playbook development

What We're Looking ForRequired Qualifications

• 2+ years of experience in Customer Success, Account Management, or a client-facing role
• Demonstrated experience with a SaaS platform — B2B SaaS strongly preferred
• Comfortable working with POS systems, hardware deployment, or retail tech environments
• Strong communicator: clear, empathetic, and professional across email, phone, and video
• Proven ability to manage multiple accounts simultaneously with strong organizational skills
• CRM proficiency comfortable with data entry and reporting
• Proactive problem-solver who escalates appropriately and follows through to resolution

Preferred Qualifications

• Experience in cannabis retail, dispensary operations, or regulated industry tech
• Familiarity with cannabis compliance requirements and seed-to-sale workflows
• Experience with payment processing or integrated POS payment workflows
• Background in onboarding, implementation, or technical support within a SaaS company
• Exposure to cross-functional collaboration with Product, Engineering, or Sales teams

Why Join Alleaves?

• Health Insurance Covered 100% by Employer
• Unlimited PTO
• Upbeat Start Up Environment
• Make a direct impact on customer success, retention, and growth
• Opportunity for professional growth