Customer Success Specialist

Job Description

Customer Success Specialist | Cannabis & Fintech (B2B)

SALT | Miami, FL – Onsite |

• $45,000–$55,000 Base Salary + Up to 15% Annual Bonus
• 100% Employer-Paid Medical, Dental, Vision & Life Insurance
• Unlimited PTO + 10 Paid Holidays
• 401(k) + Career Growth Opportunities
• Free Office Snacks, Energy Drinks & More!

Grow Your Career in Cannabis & Fintech!

Build your career at the intersection of cannabis, financial technology, and customer success!

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.

What You'll Do

Customer Relationship Management

• 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.

Customer Support and Issue Resolution

• 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.

Onboarding and Training New & Existing Merchants

• 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.

Customer Success and Retention

• 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.

Product Feedback and Improvement

• 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.

Documentation and Task Management

• Document all merchant interactions, identified risks, commitments, and follow-up actions in monday.com CRM to ensure continuity and visibility across the Customer Success team.
• Proactively claim and self-assign tasks from the Customer Success task management board in monday.com, keeping task status, notes, and due dates current through completion.
• Follow up on identified concerns through resolution and confirm merchant satisfaction after significant issues or escalations, recording outcomes in the CRM.
• Maintain accurate, up-to-date account records so any team member can pick up a merchant relationship without gaps.

Qualifications

Required:

• 2+ years of customer success, account management, or client-facing experience (preferably within cannabis, fintech, payments, SaaS, or merchant services).
• Strong communication, relationship-building, and problem-solving skills.
• Ability to manage multiple accounts, prioritize tasks, and maintain attention to detail.
• Experience providing training or customer education.

Preferred:

• Experience in payments, merchant services, financial tech, or software onboarding.
• Knowledge of payment gateways, POS systems, or payment security solutions.
• Experience with monday.com, Salesforce, HubSpot, or similar CRM and task management platforms.

What Success Looks Like

• Strong Merchant Relationships & Retention: Build lasting relationships that keep merchants satisfied, engaged, and confident in SALT's solutions.
• Proactive Account Management: Identify at-risk merchants early, address concerns promptly, and ensure seamless, well-documented handoffs to the Retention team when needed.
• Fast & Effective Problem Resolution: Resolve merchant issues efficiently, communicate proactively, and follow through to ensure customer satisfaction.
• Seamless Onboarding & Training: Successfully onboard new merchants on schedule and provide the training they need to confidently use our payment solutions.
• Ownership & Accountability: Keep accurate merchant records in monday.com, document interactions within 24 hours, and consistently complete assigned tasks by their deadlines.
• Exceptional Customer Experience: Deliver professional, responsive, and personalized service through strong communication, attention to detail, and a customer-first mindset.

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