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 Do** **Merchant 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 For** **Required 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