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Director of Customer Success

at Green Check Verified
Remote

WHO WE ARE

Green Check is a fintech company that connects financial institutions to the legal cannabis industry. Our web-scale platform serves cannabis business owners, helping them overcome the challenge of establishing relationships with banks and credit unions. Green Check automates regulatory activities, modernizing the information flow and processes that keep high-risk businesses compliant with all federal, state, and local regulations. We’re passionate about building strong, lasting relationships between these two highly regulated industries. 

We strive to make customer success a key differentiator for our company by proactively helping our clients achieve their goals while delivering exceptional value through our product and our reactive support interactions. We are committed to standing up the most effective tools and processes to ensure our customers feel confident and empowered with the tools they need to be successful.

READY TO JOIN US?

We are looking for a Director of Customer Success to help formalize this function and drive the customer-first mission throughout the organization. This role will be responsible for maturing and/or evolving the existing processes that exist, while also being given full latitude to develop new processes, frameworks, touch points, and other dynamics needed to support a growing B2B user base. Over time, this role will also be responsible for building and growing a team of Customer Success Managers to help scale Green Check’s customer-facing operations. 

WE'RE DEDICATED TO DIVERSITY

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

WHO YOU ARE

  • You have three or more years of experience in Customer Success/Support
  • You have excellent communication skills, both written and verbal
  • You are patient and empathetic, yet also value efficiency
  • You have basic technical skills, and feel confident in your ability to learn/understand new software tools


WHAT YOU WILL DO

  • Drive user adoption by delivering timely, and relevant communication during the initial customer journey
  • Monitor key performance indicators and deliver proactive support if and when required
  • Diagnose and troubleshoot customer technical questions via email and phone
  • Provide guidance and training - where necessary - for users and partners
  • Write and maintain support documentation for both internal and external stakeholders
  • Champion product improvements supported by learnings from customer interactions
  • Commit to delivering a positive, efficient experience for every customer

 

HOPEFULLY YOU'LL ALSO BE FAMILIAR WITH

  • Hubspot CRM + Service Hub (or other CRMs and ticketing systems)
  • Automation tools such as Zapier, ITTT, Integromat, etc.
  • Documenting software bugs and feature requests

 

JOB TYPE

  • Full-time
  • Required work authorization: United States


EXPERIENCE

  • Customer Success and/or Support: 3+ years
  • Startup Experience: 3+ years
  • Managing a Team: 1+ years

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

  • This is a remote position and is well suited for working from home.
  • While performing the duties of this position, the employee is regularly required to talk and hear via electronic devices (ie. computer, monitor, microphone, video, etc.) The employee frequently is required to use hands or fingers to operate computer keyboard and mouse.  Specific vision abilities required by this position include reading and viewing information on a computer monitor.

NOTE

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

The company is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.

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