Customer Success Manager

Role Overview

Customer Success Manager (based in the United States) responsible for helping customers achieve long-term success in a fast-growing technology environment. The role emphasizes strategic account partnership, proactive risk management, and cross-functional collaboration to improve retention and reduce churn.

Responsibilities

• Drive customer health, retention, and engagement by proactively identifying risks and coordinating solutions.
• Partner with Account Managers to develop account strategies, owning customer health, retention efforts, and churn prevention initiatives.
• Monitor accounts during key renewal periods; identify risks early and develop proactive retention plans.
• Own churn risk management end-to-end (identify → coordinate mitigation strategies → remove customer blockers).
• Analyze customer health indicators (e.g., engagement, product usage, account signals) to take proactive action.
• Coordinate across Product, Support, Sales, Solutions, and Implementation to address customer feedback and critical issues.
• Serve as a strategic customer resource: guidance, best practices, and solutions to business challenges.
• Support customer adoption by helping users understand features and maximize value.
• Improve customer success processes, workflows, and team operating models.
• Track and achieve customer success KPIs (engagement, response times, account health, retention metrics).

Requirements

• 3–5 years in Customer Success, Account Management, or a related client-facing role (preferably in SaaS/technology).
• Experience with retention strategies, churn risk management, and proactive customer engagement.
• Ability to work in a shared-accountability environment and collaborate closely with sales/account teams.
• Strong technical aptitude to investigate issues, understand customer challenges, and identify solutions.
• Excellent communication, organization, and prioritization; ability to manage multiple customer situations.
• Cross-functional collaboration experience with teams such as Product, Support, Sales, Engineering, and Implementation.
• Strong ownership mindset with proactive problem-solving and continuous improvement.
• Ability to work effectively remotely while maintaining strong collaboration and customer focus.
• Cannabis industry knowledge is a plus (not required).

Compensation & Benefits

• Salary: $55,000–$75,000 USD (based on experience and role level)
• Medical, dental, and vision benefits
• Equity opportunities via stock