GrowFlow · 16 hours ago
Customer Success Manager
United States
Full-time
Remote
Senior Level
5+ years expGrowFlow is a company dedicated to customer success, and they are seeking a Customer Success Manager to ensure seamless onboarding and exceptional training for their customers. The role involves bridging the gap between customers and internal teams, providing support, managing escalations, and fostering long-term relationships with customers.
CannabisSaaSSoftware
Hiring Manager
Angie O'Keefe
Responsibilities
Lead new customers through onboarding, ensuring seamless activation on GrowFlow Wholesale and Retail platforms
Provide comprehensive training to new customers and refresher training for existing users as needed
Address and resolve incoming customer escalations via phone or email
Collaborate across departments to resolve issues, offering solutions or workarounds where necessary
Submit and manage Jira tickets for technical issues requiring developer intervention, maintaining ownership until resolution
Conduct regular check-ins with high-value customers, sharing best practices and introducing new features
Proactively manage account cancellations, seeking to address underlying concerns and improve retention
Manage subscription add-ons that do not require sales involvement
Provide additional support across the Customer Experience team, including emergency coverage for customer support
Share insights and feedback with internal teams to improve workflows, processes, and customer experience
Qualification
Required
5+ years of experience in customer-facing roles, ideally in onboarding, training, or SaaS technical support
Demonstrated experience within the cannabis industry (wholesale and/or retail operations) or supporting cannabis-focused software platforms
Strong communication skills with the ability to translate technical concepts into user-friendly terms
Proactive problem-solver who is comfortable handling escalations and seeking additional resources when needed
Excellent time management, organization, and prioritization skills
Extreme attention to detail, accuracy, and quality in every interaction
Proficient in troubleshooting and problem-solving, with experience using ticketing systems like Jira a plus
Basic understanding of customer service metrics and KPIs, with a commitment to achieving high standards in customer satisfaction
Self-motivated, detail-oriented, and able to thrive in a remote work environment
Preferred
Denver, CO area preferred
Benefits
Health, dental, and vision benefits
PTO, holidays, and career growth opportunities
Supportive, collaborative, and cannabis-friendly culture
Company
GrowFlow
GrowFlow is a customer-driven, B2B SaaS platform providing compliance, inventory management for cannabis and hemp businesses.
11-50 employees
Funding
Current Stage
Growth StageTotal Funding
$8.65MKey Investors
TVC Capital
2024-08-30Acquired
2020-01-01Series Unknown
2019-08-01Series B· $8.4M
Leadership Team
Tom Wilson
CoFounder - Software Dev
Company data provided by crunchbase