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