Customer Adoption Manager
You will drive product adoption and engagement across existing customers by building relationships, identifying opportunities to increase utilization, supporting product launches, and representing customer needs. You will increase payments adoption, diagnose customer friction, solve problems cross-functionally, create customer-facing campaigns, and provide feedback on product performance and customer requirements.
Responsibilities
- Drive product adoption across the customer base
- Increase adoption of payments, point of sale, ecommerce menus, loyalty, and brands
- Own customer payments adoption, processing volume, attach rate, and feature utilization
- Identify underutilizing customers and activate them on payments
- Diagnose customer friction and support customer onboarding
- Partner with Support, Product, and Payments teams to remove blockers
- Build and nurture customer relationships
- Design and execute customer-facing marketing campaigns and communications
- Support product launches within the merchant base
- Surface customer insights and feedback
Requirements
- At least 5 years of relevant experience in customer success, product adoption, account management, merchant or customer marketing, or another adoption-focused role
- Located in Western Washington
- Own a car
- Willingness to travel to customer stores weekly
- Strong relationship-building and communication skills
- Comfort with payments and/or point-of-sale products, or ability to learn quickly
- Cannabis industry knowledge is a plus
- Ability to create compelling customer messaging
- Proactive and self-directed approach to owning outcomes
- Willingness to solve problems in a startup environment
Benefits
- Remote-first work arrangement
- Health insurance
- Dental insurance
- Vision insurance
- 401k
- Equity plans