Dama is looking for a Customer Success Associate to join our dream team on our GrowFlow platform. Our Customer Success team is our customer’s cheerleaders, firefighters, and strategists. Dama’s customers range from cultivators to manufacturers to dispensaries across the US, ranging from multi state operators to vertically integrated enterprises. The Customer Success Associate will be responsible for owning a book of business by advocating and managing customer expectations, identifying customer goals and how GrowFlow can help achieve them, as well as driving product adoption based on customer business needs. A successful Customer Success Associate will be obsessed with maintaining strong customer relationships, satisfaction, driving retention, and giving customers the tools they need to be set up for success in the GrowFlow platform. This role will be working closely with the Sales, Activation, Chat Support, and Product teams to represent the customer internally and champion our customer’s successes.
Objectives & Responsibilities:
Works one-on-one with customers, guiding them through the customer journey and fostering a positive connection
Ensure retention through building long-term value and deep understanding of the customer strategy
Conduct customer check-ins to develop and deepen customer relationships
Direct virtual contact with customers via phone, text, email, or meetings through google meet or zoom, to provide help and guidance.
Advocates for the business goals of customers, and anticipates how to meet those goals and how they will change over time.
Responsible for being close with customer metrics and overall health of accounts
Track user seat utilization & drive engagement
Be the internal champion for the customer by outlining customer success metrics with manager and internal stakeholders
Partner with internal teams to drive continuous product improvement on behalf of our customers
Ability to work fast paced, large volume projects as assigned
Comfortability working in a startup environment where processes may frequently change, and employees have the ability to drive that change.
Skills & Knowledge:
Proven customer service & relationship building ability
Excellent written and oral communication skills
At least 3 years in Customer Success or Account Management
Understanding of metrics and analytical capabilities for advanced problem-solving
Demonstrated ability to retain and deescalate customers
Experience with maintaining CRM (Hubspot preferred)
Experience with online tools such as Google Suite, Slack, Zoom
Must have a reliable internet connection, computer with a microphone and webcam
Customer Obsessed & Over communicating expert
Experience in cannabis recommended
Other Details:
We are a fully remote company and this position will be remote
We offer health benefits, 401k, unlimited time off, and other cool perks
We are offering an annual starting salary of $50,000
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