Customer Success Specialist

• $45,000–$55,000 Base Salary + Up to 15% Annual Bonus
• Unlimited PTO + 10 Paid Holidays
• Free Office Snacks, Energy Drinks & More!

SALT is looking for a motivated, relationship-driven Customer Success Specialist to support our growing network of cannabis industry merchants.

Whether your background is in cannabis, customer success, B2B account management, SaaS, merchant services, customer onboarding or fintech
, this is an opportunity to apply your experience in a rapidly evolving industry.

You’ll work directly with business owners and merchant partners, helping them successfully onboard, navigate payment technology, resolve challenges, and maximize the value of our solutions.

We’re looking for someone who is proactive, organized, tech-savvy, and passionate about building lasting customer relationships.

• Cultivate and nurture strong, long-lasting relationships with assigned merchant clients while understanding their unique business requirements and objectives.
• Serve as the trusted advisor and primary point of contact for merchants, addressing concerns and proactively identifying opportunities for optimization and growth.
• Initiate regular communications to enhance customer satisfaction, engagement, and loyalty.

• Provide timely and effective support to customers/merchants by promptly addressing inquiries, troubleshooting issues, and resolving problems related to payments processing.
• Collaborate with internal teams, including sales, operations, and technical support, to ensure prompt and accurate resolution of customer issues.
• Advocate for customers/merchants within the company, ensuring their feedback and concerns are conveyed to the appropriate team for action.

• Guide and support new customers through the onboarding process, ensuring a seamless transition and successful implementation of merchant processing solutions.
• Conduct comprehensive product training sessions to educate customers on features, functionalities, and best practices of our payment processing services.
• Provide ongoing training and assistance to customers to help them maximize the value and operational efficiency of our solutions.

• Partner with the Billing Department and Head of Revenue and proactively monitor merchant activity, engagement, and customer health indicators to identify potential risks, opportunities, and merchants requiring outreach.
• Conduct timely outreach to at-risk merchants to understand their needs, address concerns, and support long term retention or determine if a retention opportunity exists.
• Identify and transfer qualified retention opportunities to the Retention Department, providing complete account history, context, and documented concerns to ensure a seamless handoff.
• Collaborate with the sales team to identify upselling and cross-selling opportunities based on a deep understanding of customer needs and pain points.

• Gather customer feedback on our merchant processing solutions, including payment gateways, point-of-sale systems, fraud detection, and payment security measures.
• Communicate customer insights and requirements to product development and management teams to support product enhancements and roadmap strategy.
• Stay informed on industry trends, emerging technologies, and competitive offerings to provide valuable insights and recommendations for continuous product and service improvements.