Customer Success Manager

Sweed

32d•Remote

About The Position

We're looking for a Customer Success Manager who thrives on ownership of the customer. This is not a reactive support role — it's a strategic position responsible for account health, product adoption, retention, and growth across a portfolio of cannabis retailers. You'll work within a structured, segmented CS model where each client is served according to their size, complexity, and growth stage. Depending on experience and fit, you may work across any of these client profiles: Relationship-first High-touch accounts with complex, multi-location operations. You own the full client relationship — from strategic planning through renewal — and maintain executive-level alignment throughout. Cadence: Weekly calls · Onsite QBRs · Annual kick-off Adoption-driven Growing operators investing in scaling their platform usage. You drive feature adoption, own the QBR process, and identify expansion opportunities as their business grows. Cadence: Monthly calls · Quarterly QBRs · Annual onsite Scale-focused Independent and emerging retailers served through a proactive, structured coverage model. You coordinate account health, monitor signals, and escalate what needs attention. Cadence: Proactive check-ins · Annual reviews · Reactive SLA

Requirements

3+ years in customer success, account management, or a client-facing SaaS role
Demonstrated track record of owning renewals and driving retention & successful product adoption.
Experience managing a portfolio against defined health or performance metrics
Strong CRM proficiency — you keep records current without being prompted
Clear communicator at every level: executive QBR, day-one onboarding, and everything in between
Comfortable pulling and interpreting your own account data

Nice To Haves

Experience in the cannabis industry, healthcare or a business using a SaaS based model structure
Background with POS systems, retail technology, or multi-location operators
Familiarity with a segmented or tiered CS model
Experience using Jira, Intercom, or similar support and feedback tooling

Responsibilities

Actively monitor the health of every account in your book — not just at renewal time.
Identify early warning signals and act before issues escalate
Own save playbook execution when accounts show signs of risk
Maintain portfolio health as a standing responsibility, not a quarterly exercise
Escalate accounts that need Director or executive involvement — and know when that threshold is
Help clients get real, measurable value from the platform — not just license it.
Understand each client's contracted scope and where adoption gaps exist
Build adoption plans in partnership with clients; align with Customer Marketing on campaigns
Document blockers and route them through the product feedback process with the right context
Tie adoption progress to renewal and expansion conversations
Manage the full renewal cycle from early-stage signaling through contract execution
Identify expansion opportunities — additional locations, modules, and integrations
Build and maintain executive-level relationships at your largest accounts
Bring commercial insight to your check-ins and QBRs; make the value visible
Receive and activate go-live handoffs from Implementation with full account context
Partner with Technical Support on escalations and churn signals surfaced through ticket volume
Submit structured product feedback with enough context to be actionable
Coordinate with Customer Marketing on communications and adoption campaigns