Customer Success Manager

Nabis is the #1 Licensed Cannabis Wholesale Platform in the world, aiming to empower the world to discover cannabis through choice, access, and innovation. The Customer Success Manager will support the Phase 1 launch of the customer success function, managing a dedicated portfolio of brand partners and focusing on long-term retention and satisfaction.

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 accounts with a focus on long-term retention, satisfaction, and partnership growth
• Apply differentiated cadence by account tier — Enterprise accounts: monthly check-ins and QBRs; Premium accounts: quarterly business reviews; Standard accounts: semi-annual check-ins backed by self-service resources
• 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
• Build and maintain the account health scoring and reporting foundation for your portfolio — pulling and structuring data from order, platform usage, and account systems, since this infrastructure doesn't exist yet and you're establishing it alongside the function
• 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, with GMV retention rate and product adoption rate as the two primary metrics for this role, alongside 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 track record of owning a retention metric — ideally GMV or revenue-based — within a B2B account management or customer success role
• 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
• Hands-on data fluency — experience pulling and structuring data from source systems (SQL, spreadsheets, or platform exports) to build your own health metrics and reporting, not just reading dashboards someone else built. You'll be defining what to track before the tooling exists to track it automatically
• 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