[Hiring] Customer Success Manager @Sweed

Role Description

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

Qualifications

• 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

Requirements

• 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

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.