Customer Success Manager at Canix (S19)
$65k - $75k  •  0.05% - 0.05%
Canix makes it easy to get and stay compliant as a cannabis business.
San Francisco, CA / Remote
Full-time
3+ years
About 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.

About the role

Cannabis is big right now, and it needs a platform to match. Canix (YC S'19) is building the first generation of modern ERP software for a nascent industry. Our app helps customers cut costs, overcome compliance regulations, sell more product, and streamline their day-to-day; seed to sale, rain or shine. However, it's the relationships we've built that have allowed us to become the 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.

(We're also the winner of TechCrunch Disrupt 2020: Watch our winning pitch for more about where we're headed in the next few years!)

Why work with us?

  • We're making something people want. Data don't lie: Today, more than 1500 facilities across the US and Canada use our seed-to-sale software, processing $100M+ USD in direct sales and managing more than 20M plant and inventory items.
  • We're top-notch: we have the best in sales, support, engineering, and product. Our international team has started companies and developed infra and product used by millions of people globally. We come from Facebook, Heroku, EY, and more.
  • The time is now. Legalization is here, and the cannabis industry is exploding. What comes next determines the future of cannabis standards and software. Canix is not only defining the foundation of the cannabis industry, but continuously improving on it with every deploy. Your work will be pivotal in forming and growing our team, the company, and an entire industry from the ground up.

What you’ll be doing:

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.

About Canix

Canix is on a mission to empower people in the cannabis industry to lead more fulfilling work lives through innovative, mission-critical technology. We are trusted by over 1500 facilities across the US, from cultivation, through distribution and manufacturing. Our work is driving the continued success of cannabis legalization and reform across the country.


Canix is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also EEO is the Law, FMLA Employee Rights, and EPPA Protections. If you have a disability or special need that requires accommodation, please let us know by completing this form.

To all recruitment agencies: Canix does not accept agency resumes. Please do not forward resumes to our jobs alias, Canix employees or any other organization location. Canix is not responsible for any fees related to unsolicited resumes.

Technology

React Native, React, Ruby on Rails.

Hardware: wireless scales, label printers, and RFID tech for tracking cannabis.

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