Account Manager, Seller

About LeafLink

LeafLink is the largest unified B2B cannabis platform, providing licensed cannabis businesses with a suite of tools to manage operations, facilitate sales and orders, and accelerate growth. We are the single platform defining how thousands of cannabis brands, distributors, and retailers streamline their operations. With a presence in over 30 North American markets, LeafLink processes more than $5 billion in wholesale cannabis orders annually. Our team, backed by leading VCs, is poised to define the cannabis supply chain through technology. LeafLink has been recognized by Inc. 5000, Fast Company, and Built In NYC for its innovation and growth.

The Role

LeafLink seeks an Account Manager to join our growing team and work with cannabis companies nationwide. You will collaborate directly with our brand clients, Account Executives, and internal teams to ensure customer success on LeafLink by promoting the adoption of our marketplace and essential business services. We are looking for a strategic customer partner skilled at cultivating trusted relationships to enhance engagement, accelerate adoption, and foster sustainable growth. You will work cross-functionally to drive customer engagement with LeafLink’s platform and contribute to the company's overall success. Additionally, you will partner with our retail enablement management team to support success in accounts focused on wholesale purchasing, distribution, and B2C sales of cannabis products. As the voice of the customer for our brands, you will gather and share feedback with internal stakeholders, helping to shape the future strategy for the sell-side of LeafLink’s marketplace. You will also provide strategic guidance informed by best practices, technical expertise, and industry knowledge.
This role demands a proactive self-starter who is comfortable with change, thrives in a fast-paced environment, is detail-oriented, an excellent communicator, and can manage multiple tasks and deadlines efficiently.

What You’ll be Doing

• Serve as a key Account Management team member for your assigned book of business, collaborating with Account Executives and solution specialists to increase customer adoption and loyalty across the LeafLink platform.
• Act as a trusted LeafLink partner to your clients, helping them achieve success by demonstrating how to improve efficiency and reduce costs through LeafLink’s marketplace and financial service solutions.
• Take ownership of customer success, satisfaction, and the value derived from LeafLink’s marketplace and financial service solutions, prioritizing their needs and business objectives.
• Continuously strive to expand client usage and adoption of LeafLink through thoughtful outreach, training, check-ins, and meetings.
• Drive revenue retention via strategic relationship management and client engagement, while identifying and capitalizing on cross-selling and upselling opportunities to expand services, boost revenue, and enhance customer satisfaction.
• Develop and manage multi-level relationships with major sellers and brands in the cannabis industry, identifying new opportunities and ensuring these relationships support the company’s key growth, monetization, and product initiatives.
• Strive to meet quarterly goals, including customer engagement & adoption metrics and cross-sell/upsell quotas.
• Leverage data to identify inefficiencies in how retail clients manage their businesses on LeafLink and implement solutions for improvement.
• Become a LeafLink platform expert, staying informed about new product releases and communicating high-priority updates to customers.
• Ensure client satisfaction and long-term loyalty, manage client expectations, and actively solicit and act on client feedback.
• Contribute to standardized customer engagement sequences as a key member of the client account team.
• Collaborate closely with Sales, Marketing, Product, and Support teams to deliver exceptional client experiences and represent the voice of the retail marketplace solution & financial services customer.
• Track and follow up on high-priority Product tickets to ensure timely resolution.
• Record all customer updates, status changes, and touchpoints in Salesforce CRM.
• Maximize the utilization of all Account Management tools to foster positive customer relationships.
• Identify opportunities to enhance current processes, tools, reporting, and documentation.
• Willingness to travel up to 25% of the time.

What You’ll Bring to the Team

• Business degree or equivalent professional experience in a direct customer-facing account management role.
• 3+ years of experience in a consultative, customer-facing role within an enterprise software or FinTech SaaS organization.
• 2+ years of experience communicating technical software solutions, including feature demonstrations, functionality overviews, and best practice sharing with VIP, technical, and non-technical end-users.
• Understanding of the current legal cannabis industry landscape.
• Proficiency in operational payment cycles and inventory management.
• Exceptional communication, interpersonal, and presentation skills.
• Proven track record of building and maintaining strong customer relationships, both virtually and in-person.
• Experience and skill in facilitating meetings with customers and users of varying professional seniority and technical skill levels.
• A track record of achieving and exceeding goals and targets.
• Experienced problem-solver with a builder mindset, capable of working cross-functionally to deliver tangible results.
• A successful self-starter who can offer pioneering suggestions based on market experience and customer relationships.
• Ability to excel in a fast-paced startup environment that is constantly evolving.

LeafLink Perks & Benefits

• Flexible PTO: Unlimited paid time off to encourage work-life balance.
• Stock Option Plan: Direct stake in LeafLink’s success.
• 5 Days of Volunteer Time Off (VTO): Support for community engagement.
• Competitive Compensation and 401k.
• Comprehensive health coverage (medical, dental, vision).
• Commuter Benefits through Flexible Spending Account.

LeafLink's employee-centric culture has earned recognition as one of BuiltInNYC’s Best Places to Work for 2021.