Customer Success Manager

Customer Success Manager

Fully Remote | Reports to Director of Customer Success

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.

The Role

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

What You'll Own

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.

What We're Looking For

Required

• 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

What We Offer

• 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.