Customer Adoption Manager

POSaBIT is a FinTech company specializing in the cannabis industry, providing innovative point of sale solutions. The Customer Adoption Manager will drive product adoption and engagement by building relationships, identifying utilization opportunities, and supporting product launches while serving as the voice of the customer.

Responsibilities:

• Proactively driving adoption across our customer base – making sure every customer is using the full POSaBIT suite (point of sale, payments, ecommerce menus, loyalty, and brands) to its fullest potential, with payments adoption as the top priority
• Owning customer payments adoption – driving processing volume, attach rate, and feature utilization across our existing book of business
• Proactive outreach – identifying customers who are underutilizing their products, reaching out, diagnosing the friction, and getting them activated, confident, and fully onboarded onto payments
• Hands-on problem solving – partnering cross-functionally with our Support, Product, and Payments teams to remove blockers and turn passive or frustrated customers into power users and advocates
• Building and nurturing relationships across our customer base so that POSaBIT is a trusted partner, not just a vendor – including the rah-rah of celebrating wins and keeping customers excited about what they’re using
• Owning customer-facing (internal) marketing – designing and executing the campaigns, communications, and enablement that drive feature adoption and keep our existing customers informed, engaged, and getting more out of the platform
• Supporting product launches – helping bring new features and products to market within our merchant base, driving awareness, adoption, and feedback from day one
• Being the voice of the customer – surfacing unique insights about what’s working, what isn’t, and what customers need, so that we can continue to deliver unique and meaningful value

Requirements:

• At Least 5 Years of relevant experience in customer success, product adoption, account management, merchant or customer marketing, or another adoption-focused role driving product utilization and customer outcomes (preferably SaaS, payments, or fintech)
• Located in Western Washington – must own a car and be willing to hit the road and visit stores on a weekly basis
• A proactive, self-directed operator who is comfortable owning outcomes and chasing them down
• Strong relationship-building and communication skills – you can rally, reassure, and motivate
• Comfort with payments and/or point of sale products, or the ability to get up to speed fast
• A marketer's instinct for messaging – a knack for turning product capabilities into compelling reasons for customers to act
• You are comfortable being uncomfortable and willing to dive in to solve problems – i.e. – you get the startup life!
• Cannabis industry knowledge a plus