Note: The job is a remote job and is open to candidates in USA. Sweed is a product-driven software startup building an all-in-one Dispensary Operating System platform for cannabis retail. They are seeking a Customer Success Manager responsible for account health, product adoption, retention, and growth across a portfolio of cannabis retailers. This strategic position requires proactive management and collaboration with various teams to ensure client success and satisfaction.
Responsibilities
- Actively monitor the health of every account in your book — not just at renewal time
- Identify early warning signals and act before issues escalate
- Own save playbook execution when accounts show signs of risk
- Maintain portfolio health as a standing responsibility, not a quarterly exercise
- Escalate accounts that need Director or executive involvement — and know when that threshold is
- Help clients get real, measurable value from the platform — not just license it
- Understand each client's contracted scope and where adoption gaps exist
- Build adoption plans in partnership with clients; align with Customer Marketing on campaigns
- Document blockers and route them through the product feedback process with the right context
- Tie adoption progress to renewal and expansion conversations
- Manage the full renewal cycle from early-stage signaling through contract execution
- Identify expansion opportunities — additional locations, modules, and integrations
- Build and maintain executive-level relationships at your largest accounts
- Bring commercial insight to your check-ins and QBRs; make the value visible
- Receive and activate go-live handoffs from Implementation with full account context
- Partner with Technical Support on escalations and churn signals surfaced through ticket volume
- Submit structured product feedback with enough context to be actionable
- Coordinate with Customer Marketing on communications and adoption campaigns
Skills
- 3+ years in customer success, account management, or a client-facing SaaS role
- Demonstrated track record of owning renewals and driving retention & successful product adoption
- Experience managing a portfolio against defined health or performance metrics
- Strong CRM proficiency — you keep records current without being prompted
- Clear communicator at every level: executive QBR, day-one onboarding, and everything in between
- Comfortable pulling and interpreting your own account data
- Experience in the cannabis industry, healthcare or a business using a SaaS based model structure
- Background with POS systems, retail technology, or multi-location operators
- Familiarity with a segmented or tiered CS model
- Experience using Jira, Intercom, or similar support and feedback tooling
Benefits
- Fully remote position with a collaborative, distributed team
- Competitive base salary plus a performance-based variable compensation plan tied to outcomes you control
- Medical, dental, vision, and additional health insurance options
- Paid parental leave
- Generous PTO and paid company-observed holidays
- Direct influence on the product — CS has a real feedback loop to our roadmap, and your customer signal shapes what gets built
- A CS org actively investing in its own infrastructure — segmentation, health frameworks, enablement, and playbooks all being built now. You'll grow with it.
Company Overview