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Customer Success ManagerFully Remote | Reports to Director of Customer SuccessABOUT SWEEDSweed 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.THE ROLEWe'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-firstHigh-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-offAdoption-drivenGrowing 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 onsiteScale-focusedIndependent 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 SLAWHAT YOU'LL OWNAccount HealthYou'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 escalateOwn save playbook execution when accounts show signs of riskMaintain portfolio health as a standing responsibility, not a quarterly exerciseEscalate accounts that need Director or executive involvement — and know when that threshold isProduct AdoptionRetention 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 existBuild adoption plans in partnership with clients; align with Customer Marketing on campaignsDocument blockers and route them through the product feedback process with the right contextTie adoption progress to renewal and expansion conversationsRenewals & ExpansionYou 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 executionIdentify expansion opportunities — additional locations, modules, and integrationsBuild and maintain executive-level relationships at your largest accountsBring commercial insight to your check-ins and QBRs; make the value visibleCross-functional CollaborationCS 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 contextPartner with Technical Support on escalations and churn signals surfaced through ticket volumeSubmit structured product feedback with enough context to be actionableCoordinate with Customer Marketing on communications and adoption campaignsHOW YOU'LL BE MEASUREDWe 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.WHAT WE'RE LOOKING FORRequired3+ years in customer success, account management, or a client-facing SaaS roleDemonstrated track record of owning renewals and driving retention & successful product adoption.Experience managing a portfolio against defined health or performance metricsStrong CRM proficiency — you keep records current without being promptedClear communicator at every level: executive QBR, day-one onboarding, and everything in betweenComfortable pulling and interpreting your own account dataStrongly PreferredExperience in the cannabis industry, healthcare or a business using a SaaS based model structureBackground with POS systems, retail technology, or multi-location operatorsFamiliarity with a segmented or tiered CS modelExperience using Jira, Intercom, or similar support and feedback toolingWho Thrives HereYou take ownership — at-risk accounts don't sit; you build the playYou're proactive — you find the signal before the client calls you about itYou're structured — you document, follow up, and close the loop without being managedYou adapt quickly — our industry and our product move fast; you move with themWHAT WE OFFERFully remote position with a collaborative, distributed teamCompetitive base salary plus a performance-based variable compensation plan tied to outcomes you controlMedical, dental, vision, and additional health insurance optionsPaid parental leaveGenerous PTO and paid company-observed holidaysDirect influence on the product — CS has a real feedback loop to our roadmap, and your customer signal shapes what gets builtA CS org actively investing in its own infrastructure — segmentation, health frameworks, enablement, and playbooks all being built now. You'll grow with it.
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