What are the responsibilities and job description for the Customer Experience Specialist position at Alleaves?
Customer Success Specialist
📍 Miami, FL (Onsite) | Full-Time | Unlimited PTO | 100% Health Insurance Paid by Company
Help Shape the Future of Cannabis Retail Technology
At Alleaves, we're transforming the cannabis industry through innovative retail technology. Our all-in-one Point of Sale and Retail Management Platform helps dispensaries and multi-location operators run smarter, faster, and more compliantly.
As we continue to grow, we're looking for a Customer Success Specialist who is passionate about building relationships, solving problems, and helping customers thrive. If you love working directly with clients, driving adoption, and making a measurable impact, we'd love to meet you.
What You'll Do
Merchant Onboarding & Deployment
- Guide merchants through POS setup, hardware deployment, and go-live readiness
- Conduct structured onboarding sessions and role-specific training
- Ensure merchants are fully operational and confident before handoff to steady-state support
Account Management & Relationship Ownership
- Own a portfolio of assigned merchant accounts as the primary point of contact
- Conduct regular check-ins, business reviews, and proactive outreach
- Build strong relationships across merchant teams — owners, managers, and staff
Platform Adoption & Customer Education
- Drive active, correct usage of the Alleaves platform across all workflow areas
- Identify gaps in adoption and deliver targeted re-training or resource support
- Promote usage of key features to reduce manual workarounds and improve efficiency
Retention & Health Management
- Monitor merchant health signals and proactively address risk before it escalates
- Identify early churn indicators and execute intervention plans in coordination with the Director of CX
- Document account health and activities in CRM with accuracy and consistency
Escalation & Issue Resolution
- Serve as the first line of escalation for merchant issues, triaging and resolving efficiently
- Coordinate with internal teams (Product, Engineering, Support) to resolve complex issues
- Communicate timelines, updates, and resolutions clearly and proactively to merchants
Expansion & Revenue Growth
- Identify upsell and expansion opportunities within existing accounts
- Collaborate with Sales on growth opportunities and referrals
- Surface merchant feedback and trends to inform product and commercial decisions
Reporting & Feedback Loop
- Track and report on key success metrics: adoption rates, NPS, retention, expansion
- Capture and escalate product feedback and recurring merchant pain points
- Contribute to internal process improvements and playbook development
What We're Looking For
Required Qualifications
- 2 years of experience in Customer Success, Account Management, or a client-facing role
- Demonstrated experience with a SaaS platform — B2B SaaS strongly preferred
- Comfortable working with POS systems, hardware deployment, or retail tech environments
- Strong communicator: clear, empathetic, and professional across email, phone, and video
- Proven ability to manage multiple accounts simultaneously with strong organizational skills
- CRM proficiency comfortable with data entry and reporting
- Proactive problem-solver who escalates appropriately and follows through to resolution
Preferred Qualifications
- Experience in cannabis retail, dispensary operations, or regulated industry tech
- Familiarity with cannabis compliance requirements and seed-to-sale workflows
- Experience with payment processing or integrated POS payment workflows
- Background in onboarding, implementation, or technical support within a SaaS company
- Exposure to cross-functional collaboration with Product, Engineering, or Sales teams
Why Join Alleaves?
- Health Insurance Covered 100% by Employer
- Unlimited PTO
- Upbeat Start Up Environment
- Make a direct impact on customer success, retention, and growth
- Opportunity for professional growth