Customer Success Manager

Nabis is the #1 licensed cannabis wholesale platform in the world, and they are seeking a Customer Success Manager to join their growing CX team. This role involves managing the post-onboarding journey for brand and retail partners, ensuring they derive value from the platform, while also focusing on relationship management and operational expertise.

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
• 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
• 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
• 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
• 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

Requirements:

• 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
• 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