Note: The job is a remote job and is open to candidates in USA. Treez is an enterprise commerce platform built for cannabis retailers, providing tools for point of sale, ecommerce, payments, loyalty, and analytics. The Customer Success Manager owns customer relationships from onboarding and implementation through adoption, retention, and growth, while supporting launches, training customers, identifying risks, and serving as a strategic partner to cannabis retailers.
Responsibilities
- Own the customer relationship throughout onboarding and implementation, serving as the primary point of contact from kickoff through go-live and transition into ongoing Customer Success
- Build and manage onboarding plans, timelines, milestones, and customer expectations to keep implementations moving toward successful launch
- Coordinate cross-functionally with internal teams and external partners to ensure dependencies, integrations, data migration, configuration, training, and launch requirements are understood and completed
- Lead customer training and enablement to ensure teams are prepared to successfully operate on Treez
- Support customer go-lives remotely and onsite, helping ensure a smooth transition onto the Treez platform
- Travel to customer locations as needed to support onsite launches and other strategic customer needs. Travel is typically 1–2 trips per month and generally no more than approximately 5 days per month, although business needs may occasionally vary
- Own the ongoing engagement, health, retention, and growth of a portfolio of Treez customers
- Build strong, authentic relationships across customer organizations, from day-to-day operators and store managers to executives and key decision-makers
- Develop a deep understanding of each customer's business, goals, challenges, and operations — not just how they use Treez
- Lead regular customer touchpoints and strategic business reviews focused on priorities, product adoption, business outcomes, and opportunities to get more value from Treez
- Proactively identify churn risk, engagement or adoption gaps, and other changes in customer health, and develop strategies to address them
- Serve as a trusted customer advocate internally, bringing customer feedback, needs, and trends back to the broader Treez organization
- Maintain a strong understanding of the Treez product suite and help customers identify relevant features, workflows, and best practices for their business
- Partner closely with Support, Sales, Product, Payments, and other teams to navigate escalations, product feedback, and complex customer needs
Skills
- 2+ years of experience in B2B SaaS Customer Success, Account Management, Implementation, or a similar customer-facing role
- Experience managing a portfolio of customers and building relationships with stakeholders at multiple levels of an organization
- Strong project management and organizational skills, with the ability to manage multiple customers, implementations, priorities, and deadlines simultaneously
- Excellent written and verbal communication skills and the ability to communicate clearly and credibly with both operational and executive stakeholders
- Strong technical aptitude and comfort learning complex software, troubleshooting workflows, and coordinating technical conversations
- Natural curiosity and a willingness to keep asking questions until you understand the customer's real problem
- Strong problem-solving skills and persistence when the answer isn't immediately obvious
- Ability and willingness to travel regularly to customer locations, typically 1–2 trips per month and generally up to approximately 5 days per month
- Bachelor's degree or equivalent relevant professional experience
Benefits
- Company equity
- Flexible PTO
- Health, dental, and vision insurance
- 401(k) plan
- Fully remote work and work-from-home support
- Professional development opportunities
Company Overview