Customer Success Manager

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

📋 Description

• Oversee the well-being of each account within your portfolio

• Recognize early warning signs and take action before issues escalate

• Take charge of executing the save playbook when accounts exhibit signs of risk

• Ensure portfolio health remains a continuous priority

• Escalate accounts requiring Director or executive intervention

• Assist clients in deriving tangible, measurable value from the platform

• Comprehend each client's contracted scope and identify areas of adoption gaps

• Manage the entire renewal process, from early signaling to contract execution

• Spot expansion opportunities, including additional locations, modules, and integrations

• Establish and nurture executive-level relationships with your largest accounts

• Collaborate closely with Implementation, Technical Support, Customer Marketing, and Product teams

⛳️ Requirements

• 3+ years of experience in customer success, account management, or a client-facing SaaS role

• Proven history of managing renewals and promoting retention & successful product adoption

• Experience overseeing a portfolio based on established health or performance metrics

• Strong CRM skills — you maintain current records without needing reminders

• Effective communicator at all levels: from executive QBRs to day-one onboarding and everything in between

• Comfortable retrieving and analyzing your own account data

• Background in the cannabis industry, healthcare, or a business utilizing a SaaS model

• Familiarity with POS systems, retail technology, or multi-location operators

• Knowledge of a segmented or tiered Customer Success model

• Experience with tools like Jira, Intercom, or similar support and feedback systems

🏝️ Benefits

• Fully remote position with a collaborative, distributed team

• Competitive base salary along with a performance-based variable compensation plan linked to outcomes you can influence

• Options for medical, dental, vision, and other health insurance

• Paid parental leave

• Generous paid time off and company-observed holidays

• Direct impact on the product — Customer Success has a genuine feedback loop to our roadmap, and your customer insights shape development

• A Customer Success organization actively investing in its infrastructure — segmentation, health frameworks, enablement, and playbooks are being developed now, allowing you to grow alongside it.