Customer Success Manager - Midwest Region

Job Description

Posted on: 
Jun 26, 2022


We are looking for people who are hungry and motivated to deliver on behalf of our customers. As a Customer Success Manager (CSM), you’ll be responsible for nurturing relationships to drive retention and keep customers happy. CSMs are experts in Leafly products, value propositions, and feature enablement. They develop and implement change management plans to grow product adoption and orders with individual customers and at scale. They are expected to partner with customers to help them achieve their goals and derive maximum value from their investment. CSM’s must be results-oriented and willing to dig into the details. The right candidate will be able to balance strategy and execution and be able to work in a fast-paced and challenging environment. This is a dynamic position for a dynamic person!


  • Work with our Onboarding team to ensure customers are trained on how to use our products and understand how to maximize their footprint on Leafly
  • Continue to advise these customers on best practices and conduct ad hoc training as needed throughout their customer lifecycle
  • Conduct account reviews to communicate ROI and measure progress to goals
  • Conduct meetings with renewal customers; assess customer sentiment and collaborate with AE counterpart to help secure renewal
  • Conduct ad hoc intervention calls and meetings with at-risk customers
  • Create and execute communications and objection handling to prevent customers from canceling
  • Identify upsell expansion opportunities for AE counterpart
  • Advocate customer needs/issues cross-departmentally and program-manage customer concerns
  • Have a deep understanding of your territory, including product landscape and market dynamics, and be able to effectively understand and communicate how Leafly should expand in that market


  • Must have 3+ years experience in a Customer Success Manager, Account Manager or Account Executive-type position
  • Experience with call and meeting activity requirements
  • Ability to handle ambiguity and quickly react and adapt to an ever-changing regulatory environment
  • Experience using Salesforce or other comparable CRM software
  • Strong verbal and written communication skills
  • Excellent organizational and time management skills
  • Sound business judgment, proven ability to influence others, and strong analytical thinking skills
  • Ability to challenge customers and defend Leafly’s value
  • Experience analyzing data, trends, and customer information to identify growth opportunities
  • Excellent interpersonal skills with the ability to build authentic business relationships and deal effectively with relational challenges as they arise


  • Prior or experience in a fast-paced tech start-up
  • Cannabis knowledge or a passion for the mission


  • Competitive salary and bonus
  • Equity plan
  • Unlimited vacation
  • Full coverage on health & dental plans
  • 401k employer matching up to 3.5%
  • Pet insurance
  • Flexible work schedule
  • Fully remote with WFH allowance
  • Cell phone allowance


Leafly is on a mission to empower consumers, retailers, and brands in the cannabis space. Built as a strain database more than a decade ago, Leafly has since grown into the leading legal cannabis marketplace in the U.S. helping over 100 million annual visitors discover the right cannabis for them and buy it from local dispensaries, for pickup or delivery.

What’s more, Leafly is the world’s largest trusted resource for cannabis education, information, news, and trends. From our extensive strain database and Cannabis 101 to our flagship Jobs Report and Social Impact hub, Leafly plays a vital role in destigmatizing cannabis and helping consumers understand the power the plant can play in their own lives. We also partner with other mission-driven organizations to build a more just and equitable industry for all.

But here’s what you really want to know: a career at Leafly is exciting, rewarding, and ripe with opportunities for growth. We value creative thinkers, and offer competitive salary and benefits, excellent perks, incredible work culture, and the promise that you’ll never be bored. As a company, we’ve done some pretty amazing things—but none of it is possible without the amazing people who make up our team. If you join us, you can be sure that you’ll be joining a strong, innovative, and passionate group of individuals on a mission to change the world for the better.

The job description is representative of typical duties and responsibilities for the position and is not all-inclusive. Other duties and responsibilities may be assigned in accordance with business needs. Prior cannabis convictions are not an automatic disqualifier. We are an equal opportunity employer. Qualified applicants will be considered regardless of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability or genetics. A background check will be conducted after a conditional offer of employment is extend


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