Customer Success Manager

Role Summary

Customer Success Manager

Fully Remote | Reports to Director of Customer Success

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

Responsibilities

Account Health

You'll actively monitor the health of every account in your book — not just at renewal time. We use a structured health scoring approach that factors in engagement, platform usage, support signals, and commercial trajectory. Your job is to stay ahead of risk, not react to it.

• 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

Product Adoption

Retention follows adoption. You'll help clients get real, measurable value from the platform — not just license it. This means going beyond onboarding to drive active usage of contracted features over time.

• 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

Renewals & Expansion

You own the commercial relationship for your book. That means renewals aren't a handoff — they're the culmination of the work you've done all year.

• 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

Cross-functional Collaboration

CS at Sweed doesn't operate in a silo. You'll work closely with Implementation, Technical Support, Customer Marketing, and Product — and your ability to navigate those relationships well directly affects your clients.

• 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

HOW YOU'LL BE MEASURED

• We measure what matters. You'll have clear, defined KPIs aligned to your accounts — covering portfolio health, product adoption, renewal performance, and net revenue retention. Performance is tracked monthly and reviewed quarterly, with a variable compensation plan tied to outcomes.
• We'll share specific targets during the interview process. What you should know going in: we expect CSMs to be proactive owners of their numbers, not passive reporters.

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

Strongly Preferred

• 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

Who Thrives Here

• You take ownership — at-risk accounts don't sit; you build the play
• You're proactive — you find the signal before the client calls you about it
• You're structured — you document, follow up, and close the loop without being managed
• You adapt quickly — our industry and our product move fast; you move with them

Benefits

• Fully remote position with a collaborative, distributed team
• Competitive base salary plus a performance-based variable compensation plan tied to outcomes you control
• Medical, dental, vision, and additional health insurance options
• Paid parental leave
• Generous PTO and paid company-observed holidays
• Direct influence on the product — CS has a real feedback loop to our roadmap, and your customer signal shapes what gets built
• A CS org actively investing in its own infrastructure — segmentation, health frameworks, enablement, and playbooks all being built now. You'll grow with it.

About the Company

ABOUT SWEED

Sweed is a product-driven software startup building the all-in-one Dispensary Operating System platform for cannabis retail. Our enterprise-grade solution combines POS, eCommerce, Marketing, Analytics, Compliance and Inventory Management into a single seamless experience — eliminating the need for multiple third-party tools.

We've been in the market for 6 years with a team of approximately 250 people across the US and internationally. We believe in the medicinal potential of cannabis and in our responsibility to help the industry operate better.