Customer Adoption Manager
Drive product adoption and engagement across POSaBIT's existing customers by building relationships, increasing utilization, supporting launches, diagnosing friction, solving problems cross-functionally, creating customer-facing campaigns, and sharing customer feedback.
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
- Professional growth and development opportunities