Customer Success Manager

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

Requirements:

• 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