Customer Success Manager

Company Overview

Glass Meadows is a privately held, family-owned New Jersey cannabis cultivator and manufacturer operating a 67,000-square-foot glass greenhouse in Sussex County. The company holds Class 1 Cultivation and Class 2 Manufacturing licenses and produces a portfolio of in-house brands sold through licensed adult-use dispensaries across New Jersey.

Our portfolio includes Glass Meadows, Pre-Roll King of Jersey, Jersey Sauce Boss, Rosin King of Jersey and Jersey Jellies, spanning flower, pre-rolls, vapes, concentrates and edibles. We are expanding our canopy and introducing licensed partner brands, beginning with Cheech & Chong in October 2026, while pursuing opportunities to establish our own retail operations.

Role Summary

The Customer Success Manager leads post-sale account support and retail execution across Glass Meadows’ New Jersey dispensary network. Reporting to the Director of Sales, this person manages three Customer Success Associates, each aligned with an Account Executive’s territory, and maintains a personal portfolio of accounts.

The manager is responsible for account onboarding, merchandising, retail staff training, account health and the activities that support sell-through and repeat orders. The role works closely with Sales and Marketing to establish a consistent customer success program across approximately 150 dispensary menus statewide. Account Executives retain responsibility for pricing, terms, orders and new business. Bulk and white-label business are outside the scope of this position.

This position covers New Jersey statewide and is primarily in market, with regular travel to dispensary accounts using a personal vehicle. The greenhouse, production facility and company offices are in Newton; Marketing and field marketing operate from a satellite office in Collingswood.

Key Responsibilities

• Account Lifecycle Management: Manage the account lifecycle following the first order, including the handoff from the Account Executive, onboarding within 14 days, activation through day 60, optimization through day 90 and ongoing account support.
• Account Onboarding: Ensure new accounts are ready to sell the portfolio by coordinating menu descriptions and images, product displays, retail staff training and current buyer and marketing contact information.
• Account Health and Action Plans: Develop and maintain an account health framework with Marketing that evaluates both in-store execution and commercial performance, and translate findings into documented account action plans.
• Quarterly Promotional Calendars: Create and maintain mutually agreed-upon quarterly promotional calendars with every GMI retail customer, in coordination with Sales and Marketing. Calendars must include consumer-facing product and brand promotions and regular consumer-facing communications about GMI brands and products. Coordinate execution with each retailer and track completion as part of ongoing account health management.
• Account Service Levels: Establish service levels based on account health and account priorities, including monthly reviews and quarterly business reviews for strategic accounts, quarterly or exception-based support for core accounts, and weekly follow-up for accounts in recovery.
• Response Playbooks: Develop and implement response playbooks and timelines for menu listing gaps, overdue reorders, priority SKU stockouts, below-baseline sales velocity, missing displays and retail staff turnover.
• Team Leadership and Coaching: Lead, coach and manage three Customer Success Associates, including route planning, weekly priorities, in-store activities, visit documentation and performance expectations.
• Field Account Management: Maintain a personal account portfolio and spend regular time in the field with associates, buyers and retail staff.
• Sales and Marketing Collaboration: Coordinate merchandising, retail events, product education and account execution with Marketing through a standing planning cadence.
• Retailer Feedback: Manage retailer surveys and buyer interviews to establish a baseline, identify service gaps and inform improvements to the customer success program.
• Account Reviews and Reporting: Conduct regular account reviews with Account Executives and provide customer success reporting to Sales and Marketing on an established schedule.

Qualifications

• Experience in customer success, account management, retail execution, field sales or a related role, with the ability to support and grow existing customer relationships.
• Experience leading or coaching a field team and managing routes, priorities and performance expectations.
• Strong communication, relationship management and presentation skills, including the ability to deliver product training to retail staff.
• Ability to interpret account performance, identify gaps and develop practical action plans.
• Strong organizational skills and the ability to maintain accurate account records, visit documentation and reporting across multiple territories.
• Ability to work independently in the field and collaborate effectively with Sales and Marketing.
• Cannabis industry experience, familiarity with New Jersey dispensaries and knowledge of cannabis product categories are preferred.

Expectations

• Build relationships with buyers and retail staff and follow through promptly on account needs, onboarding activities and account action plans.
• Actively participate in team planning, account reviews and activation sessions with Sales and Marketing.
• Travel statewide to dispensary accounts and periodically to related company locations within New Jersey.
• Work occasional evenings or weekends for industry events and in-store activations.
• Adapt to changing account needs and priorities while bringing a flexible, hands-on and collaborative approach to field activities and team initiatives.
• Lift sample cases and merchandising materials weighing up to 25 pounds.
• Be at least 21 years old and obtain and maintain the employee identification badge required by the New Jersey Cannabis Regulatory Commission.
• Successfully complete a satisfactory background check.

Benefits

• Medical, dental and vision benefits.
• 401(k) with company match following the eligibility period.
• Paid time off and company holidays in accordance with company policy.
• Mileage reimbursement at the IRS rate, business expense reimbursement under company policy, and a product sample budget.

Equal Employment Opportunity

Glass Meadows, Inc. provides equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information or any other classification protected by applicable law.

Equal employment opportunity applies to all aspects of employment, including recruitment, hiring, training, promotion, demotion, transfer, compensation, benefits, leaves of absence and termination.

Glass Meadows takes allegations of discrimination, harassment and retaliation seriously and will promptly and appropriately investigate reported concerns.

Compensation

Base salary: $65,000–$85,000 annually, depending on experience; substantial target variable compensation / on-target earnings potential

Variable compensation is based on revenue growth in serviced accounts, reorder cadence, SKU penetration per account, onboarding completed within 14 days of the first order, and improvements in account health. Performance measures reflect reorders and sell-through in serviced accounts; new-account revenue is credited to the Account Executive. Measures and weights are published before each quarter, with payment on a fixed date following the quarter’s close.