Customer Success Manager, Western New York - Contract

PAX Labs; City of Rochester, Buffalo (NY, NY); On-site; USD 60,000 - 65,000; Full time

Job summary

Join PAX Labs as a Customer Success Manager to enhance consumer experiences in the cannabis industry. This role focuses on supporting key retail accounts and driving business growth across Western New York. Enjoy a dynamic work environment with opportunities for training and career advancement in a leading cannabis brand.

Benefits

Mileage reimbursement

10% Bonus

Qualifications

• 2+ years of retail marketing experience.
• Customer Success experience required.
• Hybrid Field Sales and Field Marketing experience preferred.

Responsibilities

• Manage day-to-day support for key retail accounts.
• Drive order growth and identify new business opportunities.
• Collaborate with Trade Marketing on activations.

Skills

Strong communication skills

Interpersonal skills

Data analysis

Project management

Tools

Salesforce

Job description

Customer Success Manager, Western New York - Contract

THE COMPANY

At PAX we strive to enhance people’s lives through exceptional cannabis experiences. Our curated set of pure full flavor pods and award-winning devices make enjoying cannabis simple and safe. For more than a decade, we have created next-generation devices that deliver enduring quality and wellness benefits through innovations in design and technology, and remain trusted by millions of consumers nationwide. We’re the #1 cannabis brand nationally with top awareness and NPS scores. Our standards allow for the safest vaporization of cannabis on the market. We are passionate about increasing well-being and joy through the power of cannabis, and we are committed to advancing opportunity through supporting social justice, access and equity in the industry.

We are incredibly excited about the tremendous growth of the cannabis industry, inspired every day by how cannabis can change lives, and fortunate for our leading position in the space. Our culture is focused on putting the consumer first, making an impact together, and also having fun along the way! Our team has helped build businesses at the intersection of consumer, technology and wellness, including Apple, Google, Tesla, Uber, GoPro, Fitbit, Constellation, Honest Company, Eaze and more. PAX is backed by leading consumer and technology investors including Tiger Global and Tao Invest, and has raised over $430MM in capital.

ROLE AND RESPONSIBILITIES

Our Customer Success Managers play a critical role in managing day-to-day support for key retail accounts, ensuring a strong in-store presence, effective merchandising, and engaged retail staff. You'll work closely with the Sales team to drive order growth, identify new business opportunities, and support staff training initiatives. This role will also collaborate with Trade Marketing on activations and brand initiatives, while fostering long-term loyalty and awareness of the PAX brand in the field.

This is a 3 month contract-to-hire role, as well as a field role and will be expected to be in the field ~80% of the time.

PAX's Customer Success Manager will...

• Work with and take guidance from the Sales to grow the assigned book of business
• Directly responsible for managing all day to day needs of key accounts / doors including in-store presence, activation, and support
• Directly responsible for surfacing account opportunities to Field Sales Managers that drive monthly purchase order growth, ordering cadence, and sales velocity
• Directly support end to end purchase order management from generation of proposed PO through final delivery to retailer
• Directly support retail staff onboarding and ongoing training on the PAX brand and our products
• Directly engage with retail staff to build PAX brand engagement and loyalty
• Conduct store audits and channel checks to ensure proper execution of merchandising/fixturing, demo days, staff engagement, etc.
• Collaborate with Trade Marketing team on store activations and merchandising/fixturing activity
• Support Brand Ambassador training, coordination, and oversight based on Field Sales Manager guidance

Promotions

• Support FSMs working with retailer marketing contacts to identify/execute opportunities for PAX
• Track promotions and monitor the performance efficacy
• Help onboard retailers onto partnership programs (Sparkplug, Weedmaps Brand Verification, etc)

QUALIFICATIONS

• 2+ years of retail marketing experience
• Customer Success experience
• Cannabis experience is a plus
• Hybrid Field Sales and Field Marketing experience
• Experience using Salesforce

REQUIREMENTS

• Must own a vehicle and valid drivers license
• Willing to travel all throughout the Western New York region
• Strong communication and interpersonal skills
• Ability to analyze data and report information effectively upward and outward
• Extremely organized in project management
• Manages time efficiently, meets deadlines and promptly responds to client needs

COMPENSATION

The pay range for this role is $60-65k + 10% bonus + mileage reimbursement.

This pay range represents what we believe, in good faith, this role will pay. The final pay will depend on many factors, including years and depth of experience, level, and location of the employee. We only expect to pay the top of the range in rare and exceptional circumstances, for candidates that far exceed the requirements and expectations of the position.

PAX VALUES

Put Consumers First - We are here to enhance their lives. We put their needs first in everything we do. We work together to deliver unique solutions for their benefit.

Build a Community - We are active and beneficial builders of a global community. We collaborate together to support sustainability, well-being and social equity efforts—both internally and externally—to establish cannabis as a force for good.

Innovate with Passion - We are passionate about enhancing the cannabis experience by making it positive, accessible and intuitive. We set the standards, innovate for consumers and find the yes as a team.

Be the Solution and Collaborate - We work as a team to achieve winning outcomes, knowing we each individually are the solution, but can only succeed together.

Lead with Humility and Transparency - We stay open and humble in everything we do. We value learning from each other, and cultivate transparency in our culture and products.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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