Customer Success Manager

Customer Success Manager

Remote within New York City or New York State | Full-Time

Nabis is the #1 Licensed Cannabis Wholesale Platform in the world, operating the largest portfolio of cannabis brands across California and New York. Our mission is to empower the world to discover cannabis by providing choice, access, and innovation. Our New York brand portfolio is growing quickly enough that we're making this our first dedicated Customer Success hire in the market, built specifically to keep pace with that momentum. Backed by Y Combinator and prominent investors including DoorDash co-founder Stanley Tang and Gmail creator Paul Buchheit, Nabis is scaling the cannabis supply chain with technology and we're just getting started.

We are looking for a Customer Success Manager to join our growing CX team as our first dedicated retention hire supporting the Phase 1 launch of this function with a dedicated portfolio of roughly 25 New York brand partners, spanning a mix of enterprise, mid-size, and emerging brands. You're introduced to your accounts at the same time as their Brand Account Manager, working the relationship from day one; full account ownership transfers to you once each partner ships its first order on the platform.

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. You own retention; your BAM counterpart owns expansion you'll partner closely with them on GMV growth opportunities, but your KPI is protecting the accounts you're assigned, not growing them. Your success is measured by the long-term GMV retention of the brand accounts you own. This role reports directly to the Director of Customer Experience, and as the first CSM hire, you'll help shape the function's tools, playbooks, and hiring plan as the team grows.

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

Partner Adoption & Success Planning

• 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 accounts with a focus on long-term retention, satisfaction, and partnership growth
• Apply differentiated cadence by account tier Enterprise accounts: monthly check-ins and QBRs; Premium accounts: quarterly business reviews; Standard accounts: semi-annual check-ins backed by self-service resources
• 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
• Build and maintain the account health scoring and reporting foundation for your portfolio pulling and structuring data from order, platform usage, and account systems, since this infrastructure doesn't exist yet and you're establishing it alongside the function

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, with GMV retention rate and product adoption rate as the two primary metrics for this role, alongside 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

Required

• 3+ years of experience in customer success, account management, or B2B relationship management within a SaaS, logistics, distribution, or marketplace environment
• Demonstrated track record of owning a retention metric ideally GMV or revenue-based within a B2B account management or customer success role
• 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
• Hands-on data fluency experience pulling and structuring data from source systems (SQL, spreadsheets, or platform exports) to build your own health metrics and reporting, not just reading dashboards someone else built. You'll be defining what to track before the tooling exists to track it automatically.
• 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

What We Offer

• Competitive compensation commensurate with experience and market $80,000 to $100,000
• 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. We strongly encourage candidates of all backgrounds to apply, including women, people of color, LGBTQIA individuals, people with disabilities, and members of ethnic minorities. We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran