Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Function as a member of an Account Team pod, closely collaborating with Account Managers on account strategy — you will oversee customer health and manage the churn lifecycle, while they focus on renewals and commercial expansion.

• Take charge of the renewal process: track accounts within the 90-day renewal timeframe, identify at-risk accounts promptly, and implement save plans so Account Managers can approach renewal discussions without unexpected issues.

• Manage churn risk comprehensively — from triage to mitigation strategies and resolution — collaborating across departments to eliminate obstacles.

• Actively assess account health indicators (engagement, product usage, billing signals) and respond to them before they escalate into larger issues.

• Integrate insights from Product, Support, Sales, Solutions, and Implementation to ensure customer feedback, pending requests, and urgent matters are addressed effectively.

• Serve as a strategic resource for customers — providing solutions, guiding best practices, and identifying pathways (features, early-access programs, alternative solutions) when customers encounter challenges.

• Contribute to enhancements in processes and team initiatives as we refine our pod operating model.

• Achieve or surpass team KPIs: same-day customer responses, quarterly engagement on every account, and pod-level net revenue retention.

⛳️ Requirements

• 3–5 years of experience in Customer Success, Account Management, or a similar client-facing role (preferably in the SaaS or technology sector).

• Proven experience in managing churn risk and retention strategies — you have been responsible for saves, not just identifying them.

• Ability to operate in a shared-accountability environment where your performance is evaluated alongside a team (pod-level metrics), with increasing independence in commercial discussions.

• Strong technical skills and problem-solving capabilities; able to independently source or devise solutions.

• Exceptional communication, organizational, and prioritization skills — capable of managing multiple active risk scenarios without losing focus.

• Experience working collaboratively with cross-functional teams (Product, Support, Sales, Implementation).

• Proactive, ownership-oriented mindset with a commitment to continuous improvement.

• Familiarity with the cannabis industry is advantageous, but not mandatory.

🏝️ Benefits

• Comprehensive medical benefits, including dental and vision plans to ensure you receive the best care available.

• Equity packages in the form of stock options extended to all employees.

• Technology allowance for hardware, software, reading materials, etc.

• Flexible vacation and sick leave policies.