Customer Success Manager, Central Massachusetts

Pax Labs

Full-time

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

At PAX, the Customer Success Manager plays a pivotal role in enhancing the customer experience and driving business growth. This position involves working closely with the Field Sales Manager and the Head of Field Sales to manage and grow an assigned book of business. The Customer Success Manager is directly responsible for overseeing the day-to-day needs of key accounts, ensuring a strong in-store presence, and providing activation and support to maximize sales opportunities. This includes identifying account opportunities that drive monthly purchase order growth, maintaining an efficient ordering cadence, and enhancing sales velocity. The role also encompasses end-to-end purchase order management, from generating proposed purchase orders to ensuring their final delivery to retailers. The Customer Success Manager will support the onboarding and ongoing training of retail staff on the PAX brand and products, fostering brand engagement and loyalty among retail staff. Additionally, the position requires identifying new door prospects for development, conducting store audits, and performing channel checks to ensure proper execution of merchandising and promotional activities. Collaboration with the Trade Marketing team is essential for executing store activations and merchandising initiatives. The Customer Success Manager will also be responsible for activating over 20 Consumer Activation Days or Pop-Ups at key accounts each month and assisting the Regional Marketing Manager with storage locker maintenance and organization. The role includes tracking promotions and monitoring their performance efficacy, as well as helping onboard retailers onto partnership programs such as Sparkplug and Weedmaps Brand Verification.

Responsibilities

• Work with and take guidance from the Field Sales Manager and Head of Field Sales to grow the assigned book of business
• Manage all day-to-day needs of key accounts/doors, including in-store presence, activation, and support
• Surface account opportunities to Field Sales Managers that drive monthly purchase order growth, ordering cadence, and sales velocity
• Support end-to-end purchase order management from generation of proposed PO through final delivery to retailer
• Support retail staff onboarding and ongoing training of the PAX brand and products
• Engage with retail staff to build PAX brand engagement and loyalty
• Identify new door prospects for development
• 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
• Activate 20+ Consumer Activation Days/Pop-Ups at key accounts each month
• Assist Regional Marketing Manager with storage locker maintenance and organization
• 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)

Requirements

• 2+ years of retail marketing experience
• Customer Success experience
• Cannabis experience is a plus
• Hybrid Field Sales and Field Marketing experience
• Experience using Salesforce
• Must own a vehicle
• Willing to travel throughout the Massachusetts 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

Benefits

• Mileage reimbursement