Customer Adoption Manager

POSaBIT•Seattle, WA

3d•Hybrid

About The Position

POSaBIT (CSE: PBIT, OTC: POSAF) is a FinTech company, working exclusively within the cannabis industry. We provide a best-in-class point of sale solution and are the leading cashless payment provider for cannabis retailers. We work tirelessly to build better financial services and transaction methods for customers. We bring cutting-edge software and technology to the cannabis industry so that all customers can have a safe and compliant set of services to solve the problems of a cash-only industry. We’re currently serving over 500+ locations across 20+ states. We are currently looking for a Customer Adoption Manager to join our growing team! This role will be responsible for driving product adoption and engagement across our existing customer base by building strong relationships, identifying opportunities to increase utilization, supporting product launches, and serving as the voice of the customer within POSaBIT. This is a remote-first role, with ~20% of local travel required for customer visits in Washington. Candidate will be required to be in western Washington.

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 (cannabis industry knowledge a plus)
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!

Nice To Haves

cannabis industry knowledge a plus

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