Customer Success Manager

Job Description

Key Responsibilities

• Support Account Managers by partnering closely to align on account strategy, renewals, and growth opportunities
• Manage and resolve assigned tickets related to customer sentiment, churn risk, and account health
• Proactively monitor accounts to identify risks and implement mitigation strategies to drive retention and customer success
• Act as a technical resource, able to source information, solution answers, and guide customers through best practices and product capabilities
• Coordinate with Product, Support, Sales, and Implementation teams to ensure customer needs are addressed
• Contribute to process improvements and team initiatives to enhance the customer experience for the SMB & Mid Market segment
• Meet or exceed key performance indicators (KPIs) related to churn risk management, account health, and retention

Requirements

• 3-5 years of experience in Customer Success, Account Management, Project Management, or a related client-facing role
• Experience managing a high-volume, 1-to-many customer model
• Strong technical aptitude and problem-solving skills
• Excellent communication, organizational, and project management abilities
• Experience collaborating with cross-functional teams (Product, Support, Sales, Implementation)
• Proactive, ownership-driven approach with a focus on continuous improvement
• Knowledge of the cannabis industry is a plus, but not required

Benefits & Perks

• Full medical benefits including dental and vision plans
• Equity packages in the form of stock options
• Technology (hardware, software, reading materials, etc.) allowance
• Flexible vacation and sick days

Job Details