Customer Success Specialist at Cannametrics

  • Customer Support
  • Fulltime
  • Anywhere (100% Remote) Only
Job Description

We are looking for a Customer Success Specialist to help us strategically engage our customers, ensuring that these customers have the skills and resources they need to maximize the value they derive from our current products and enable them to achieve their business objectives. You will leverage your passion for dealing with people over tasks, creative problem-solving skills, and attention to details to make our customers’ life easier. This role is based virtually, but our team operates across Vancouver, BC, and this role reports to the Customer Success Manager.


• Support Customer Success Initiatives: Serve day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them.
• Become our customers’ advocate: support the Customer Success initiatives by building strategic advisor relationships to help drive continued value of our products and services.
• Maintain Relationships: Maintains strong relationships with customers in your assigned vertical(s), from end users through to executive sponsors, ensuring they have a consistent, best-in-class experience in every interaction.
• Domain Knowledge: Develops a high level of knowledge and understanding of Cannabis production and retail and your assigned vertical by keeping up with industry news, trends, and best practices.
• Customer Health Monitor: Actively monitors account adoption throughout the length of the relationship and ensures high uptake of Cannametrics’ products and partner products by analyzing data/metrics/product performance and supporting the Customer Success Manager with adoption strategies that showcase how customers can enhance their workflows and better use our products to derive further value.
• Personalized Product Engagement and Education: By being an active listener, identify key roadblocks on the Customer Journey to provide the best education to increase product engagement.
• Maintain Customer Success Metrics and Data: directed by the Customer Success Manager, maintain the reporting system on product usage, product performance and customer journey for internal reporting purposes.
• Team Player: Collaborate, problem solve, and/or strategize upcoming client meetings with team members.
• Commitment to Results: Collaborates with Customer Success Manager to meet and exceed quarterly regional targets, while being accountable for individual quarterly metrics: Retention, Customer Health Index growth, and feedback quality.


• 1-2 years of experience in communications, marketing, sales, account management, or customer success.
• Strong verbal and written communication skills, as well as active listening skills.
• Tech Savvy: Ability to quickly learn new technologies and explain software features and concepts to customers in a simple, succinct manner
• Analytical and process-oriented mindset
• Comfortable working across multiple departments in a deadline-driven environment.
• Bachelor’s degree in Marketing, Business, or relevant industry work experience
• Customer Focus: demonstrates a desire to proactively help and serve internal/external customers meet their needs
• Commitment to results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
• Active team player, self-starter, and multitasker who can quickly adjust priorities.
• Problem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems


• Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community.
• Curious. You are always learning and seeking ways to make things better.
• Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity.
• Empathic: You have the ability to understand another person’s perspective and feel what they feel.
• Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.


  • Extended health care benefits.
  • $50,000 to $60,000 base salary range, plus $10,000 variable compensation.
  • Successful candidate will be offered ESOP after 12 months. 

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