Customer Success Manager

Flowhub•Denver, CO

About The Position

Flowhub develops software that powers complex retail operations, with a strong focus on the cannabis industry due to its intricate regulatory and operational landscape. Their platform supports over 1,000 retailers, offering solutions for point-of-sale, payments, ecommerce, marketing, inventory, analytics, and an open API. Flowhub positions itself as a technology company dedicated to solving challenges in regulated retail. The company fosters a culture of high performance, ownership, and rapid execution. The Customer Success Manager role serves as the primary point of contact for a large portfolio of emerging and growth-stage customers. Key responsibilities include identifying scaling accounts, building relationships to prepare them for a fully managed CSM relationship, and acting as an escalation point for complex customer issues. This position demands quick context-switching, managing a high volume of interactions while maintaining quality, and remaining calm and solutions-oriented even when customers are frustrated. The Customer Success Manager will report directly to the Manager of Customer Success.

Requirements

Experience running a dispensary, leading retail operations, or managing multiple cannabis locations, and you were good at it
Deep understanding of cannabis compliance, operations, and customer experience from the inside
Ability to thrive in high-volume, high-context environments where no two conversations are the same
Proven ability to manage a large account portfolio without losing the thread on any of them
Strong de-escalation skills, calm and solutions-oriented when customers are frustrated
High EQ, consultative style, low tolerance for fluff
You build trust fast and keep it, even in short, lightweight interactions
You want to be somewhere that takes performance seriously, and where your growth is tied to the company's

Responsibilities

Proactively identify high-potential emerging accounts showing signs of growth through usage data, support trends, and expansion signals
Build relationships with dispensary owners and operators in your portfolio, nurturing accounts approaching a fully managed CSM relationship
Drive product adoption across Flowhub Maui, Pay, Ecom, Greet®, Stash®, and View® to accelerate account growth
Graduate accounts to a dedicated CSM when they're ready for a deeper managed relationship, ensuring a warm and informed handoff
Respond to customers who raise their hand for increased engagement before they churn or stall
Serve as the escalation point when Product Support encounters complex or high-emotion customer issues
De-escalate frustrated customers with empathy, speed, and a bias toward resolution
Provide lightweight, proactive CSM coverage for key accounts that need more than transactional support
Partner with Product Support to build repeatable escalation playbooks and improve first-contact resolution rates
Be the customer's voice internally, surface patterns, flag product gaps, and close the loop with Product and Support teams