Customer Success Manager

Customer Success Manager

Nabis is the #1 licensed cannabis wholesale platform in the world, supplying $1B+ worth of cannabis products annually from hundreds of brands to retailers across California, New York, and Nevada. Our mission is to empower the world to discover cannabis by providing choice, access, and innovation. Through modern, scalable infrastructure, our mission is to empower the world to discover cannabis by providing choice, access, and innovation.

We're at the forefront of this movement, building an innovative, technology-first platform to scale the entire cannabis industry. Backed by Y Combinator and investors, including DoorDash Co-Founder Stanley Tang, NFL Hall of Famer Joe Montana, Gmail creator Paul Buchheit, and Twitch co-founder Justin Kan, Nabis is rapidly expanding across the U.S. with the goal of becoming the largest and most influential cannabis distribution network globally.

About the Role

We are looking for a Customer Success Manager to join our growing CX team in a fully remote capacity. In this role, you will own the post-onboarding journey for a dedicated portfolio of Nabis' brand and retail partners — picking up once partners are live on the platform and ensuring they are continuously unlocking value from our technology and logistics network.

This is a strategic, partner-facing role at the intersection of relationship management, operations, and platform expertise. You will serve as the trusted long-term point of contact for your accounts — monitoring health signals, leading business reviews, driving product adoption, coordinating cross-functional resolutions, and identifying opportunities to expand the partnership. Your success is measured not by tickets closed, but by the long-term growth and retention of the partners you own.

The ideal candidate brings a proven track record in customer success, account management, or B2B relationship management within a SaaS, logistics, distribution, or marketplace environment. You think proactively, communicate with clarity and confidence, and take genuine ownership of partner outcomes.

Responsibilities

• Develop and execute tailored success plans for each account, mapping Nabis' platform capabilities to the partner's specific business goals
• Drive product adoption post-onboarding by proactively introducing relevant platform features, identifying underutilized tools, and removing barriers to engagement
• Serve as the primary long-term point of contact for partners following handoff from the Partnerships team, ensuring continuity and a strong ongoing experience
• Track and reinforce partner progress against defined success milestones, adjusting the plan as business needs evolve

Relationship Management & Retention

• Manage a dedicated portfolio of brand and retail accounts with a focus on long-term retention, satisfaction, and partnership growth
• Conduct regular business reviews (QBRs) and check-ins to assess partner health, surface opportunities, and reinforce the value of the Nabis platform
• Monitor account health signals — engagement trends, order patterns, platform usage — and take proactive action to address risk before it becomes churn
• Build trusted relationships across multiple stakeholders within each partner account, from day-to-day operators to decision-makers
• Handle escalations with urgency, empathy, and professionalism, coordinating swift resolution across internal teams

Platform & Operational Expertise

• Develop deep fluency in Nabis' platform, order management workflows, and logistics operations to serve as a credible resource and advocate for partners
• Troubleshoot and triage platform-related issues reported by partners, escalating to technical or operations teams with full context and documented impact
• Support partners with order-related inquiries, fulfillment exceptions, billing questions, and account-level changes in close coordination with internal teams
• Maintain accurate records of partner interactions, account status, and success milestones within the CRM and ticketing platform

Cross-Functional Collaboration & Voice of Partner

• Act as the internal advocate for your accounts — translating partner feedback into actionable insights for Product, Operations, and Sales
• Liaise with Operations, Finance, Compliance, and Sales teams to resolve partner-facing issues that require multi-department input
• Contribute to the development of playbooks, onboarding materials, and knowledge base content that scale the CSM function
• Surface recurring friction points and systemic issues to CX leadership with documented context and recommended solutions
• Support ad hoc projects, platform rollouts, and process improvements as directed by CX leadership

Performance & Growth

• Meet or exceed individual KPI targets including retention rate, platform adoption, CSAT, NPS, and QBR completion
• Actively participate in coaching sessions, team calibrations, and CS community of practice to continuously sharpen your craft
• Demonstrate consistent reliability in schedule adherence, communication standards, and CRM hygiene
• Contribute to building the CSM function at Nabis — bringing a growth mindset and willingness to iterate on what's working

Qualifications

Required

• 3+ years of experience in customer success, account management, or B2B relationship management within a SaaS, logistics, distribution, or marketplace environment
• Demonstrated ability to own a portfolio of accounts and drive measurable outcomes in retention, adoption, and partner satisfaction
• Strong written and verbal communication skills in English, with the ability to lead business reviews, deliver platform guidance, and navigate difficult conversations with confidence and empathy
• Proficiency with CRM and customer success platforms (Salesforce, HubSpot, Gainsight, Zendesk, or similar); comfortable learning new tools quickly
• Solid understanding of order management, fulfillment workflows, and basic billing and invoicing processes
• Data fluency — comfortable interpreting account health metrics, usage data, and KPI dashboards to inform decisions and prioritize actions
• Ability to work independently in a fully remote environment with reliable internet connectivity, strong organizational skills, and the ability to manage a high-volume portfolio without loss of quality
• Availability to work a schedule aligned to US Pacific or Eastern business hours

Preferred

• Experience supporting B2B accounts in wholesale, distribution, supply chain, or regulated industries
• Familiarity with compliance-adjacent workflows such as license verification or regulatory documentation
• Background in SaaS platform support, including troubleshooting user-reported issues and coordinating with technical teams
• Experience working within a tiered support or structured escalation framework
• Familiarity with customer success methodologies (e.g., QBR frameworks, health scoring, success planning)
• Bilingual in Spanish and English is a plus

Compensation & Benefits

• Competitive compensation $75,000 - $80,000 commensurate with experience and market
• Fully remote work environment with a structured, collaborative team culture
• Exposure to a high-growth, technology-first distribution platform operating at scale
• Clear performance expectations with coaching, development support, and a defined growth path within CX
• The opportunity to help build and shape the Customer Success function at Nabis from the ground up

Nabis is an Equal Opportunity Employer. Nabis is seeking to create a diverse work environment because all teams are stronger with different perspectives and life experiences. We strongly encourage women, people of color, LGBTQIA individuals, people with disabilities, members of ethnic minorities, foreign-born residents, older members of society, and others from minority groups and diverse backgrounds to apply. We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status. All employees and contractors of Nabis are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect.