[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. 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. In this role, you will manage a dedicated portfolio of brand and retail partners, ensuring they unlock value from Nabis' technology and logistics network while focusing on long-term growth and retention.ResponsibilitiesDevelop and execute tailored success plans for each account, mapping Nabis’ platform capabilities to the partner’s specific business goalsDrive product adoption post-onboarding by proactively introducing relevant platform features, identifying underutilized tools, and removing barriers to engagementServe as the primary long-term point of contact for partners following handoff from the Partnerships team, ensuring continuity and a strong ongoing experienceTrack and reinforce partner progress against defined success milestones, adjusting the plan as business needs evolveManage a dedicated portfolio of brand and retail accounts with a focus on long-term retention, satisfaction, and partnership growthConduct regular business reviews (QBRs) and check-ins to assess partner health, surface opportunities, and reinforce the value of the Nabis platformMonitor account health signals — engagement trends, order patterns, platform usage — and take proactive action to address risk before it becomes churnBuild trusted relationships across multiple stakeholders within each partner account, from day-to-day operators to decision-makersHandle escalations with urgency, empathy, and professionalism, coordinating swift resolution across internal teamsDevelop deep fluency in Nabis’ platform, order management workflows, and logistics operations to serve as a credible resource and advocate for partnersTroubleshoot and triage platform-related issues reported by partners, escalating to technical or operations teams with full context and documented impactSupport partners with order-related inquiries, fulfillment exceptions, billing questions, and account-level changes in close coordination with internal teamsMaintain accurate records of partner interactions, account status, and success milestones within the CRM and ticketing platformAct as the internal advocate for your accounts — translating partner feedback into actionable insights for Product, Operations, and SalesLiaise with Operations, Finance, Compliance, and Sales teams to resolve partner-facing issues that require multi-department inputContribute to the development of playbooks, onboarding materials, and knowledge base content that scale the CSM functionSurface recurring friction points and systemic issues to CX leadership with documented context and recommended solutionsSupport ad hoc projects, platform rollouts, and process improvements as directed by CX leadershipMeet or exceed individual KPI targets including retention rate, platform adoption, CSAT, NPS, and QBR completionActively participate in coaching sessions, team calibrations, and CS community of practice to continuously sharpen your craftDemonstrate consistent reliability in schedule adherence, communication standards, and CRM hygieneContribute to building the CSM function at Nabis — bringing a growth mindset and willingness to iterate on what’s workingSkills3+ years of experience in customer success, account management, or B2B relationship management within a SaaS, logistics, distribution, or marketplace environmentDemonstrated ability to own a portfolio of accounts and drive measurable outcomes in retention, adoption, and partner satisfactionStrong written and verbal communication skills in English, with the ability to lead business reviews, deliver platform guidance, and navigate difficult conversations with confidence and empathyProficiency with CRM and customer success platforms (Salesforce, HubSpot, Gainsight, Zendesk, or similar); comfortable learning new tools quicklySolid understanding of order management, fulfillment workflows, and basic billing and invoicing processesData fluency — comfortable interpreting account health metrics, usage data, and KPI dashboards to inform decisions and prioritize actionsAbility 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 qualityAvailability to work a schedule aligned to US Pacific or Eastern business hoursExperience supporting B2B accounts in wholesale, distribution, supply chain, or regulated industriesFamiliarity with compliance-adjacent workflows such as license verification or regulatory documentationBackground in SaaS platform support, including troubleshooting user-reported issues and coordinating with technical teamsExperience working within a tiered support or structured escalation frameworkFamiliarity with customer success methodologies (e.g., QBR frameworks, health scoring, success planning)Bilingual in Spanish and English is a plusBenefitsFully remote work environment with a structured, collaborative team cultureExposure to a high-growth, technology-first distribution platform operating at scaleClear performance expectations with coaching, development support, and a defined growth path within CXThe opportunity to help build and shape the Customer Success function at Nabis from the ground upCompany OverviewNabis is the #1 licensed cannabis wholesale marketplace. It was founded in 2018, and is headquartered in San Francisco, California, USA, with a workforce of 501-1000 employees. Its website is https://www.nabis.com.