Customer Success Manager

About the role

We are looking for a Customer Success Manager to join our growing CX team in a fully remote capacity. In this role, you will own the post-onboarding journey for a dedicated portfolio of Nabis' brand and retail partners - picking up once partners are live on the platform and ensuring they are continuously unlocking value from our technology and logistics network. This is a strategic, partner-facing role at the intersection of relationship management, operations, and platform expertise. You will serve as the trusted long-term point of contact for your accounts - monitoring health signals, leading business reviews, driving product adoption, coordinating cross-functional resolutions, and identifying opportunities to expand the partnership. Your success is measured not by tickets closed, but by the long-term growth and retention of the partners you own. The ideal candidate brings a proven track record in customer success, account management, or B2B relationship management within a SaaS, logistics, distribution, or marketplace environment. You think proactively, communicate with clarity and confidence, and take genuine ownership of partner outcomes. Responsibillities Partner Adoption & Success Planning 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 Relationship Management & Retention Manage a dedicated portfolio of brand and retail accounts with a focus on long-term retention, satisfaction, and partnership growth 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 Platform & Operational Expertise 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 Cross-Functional Collaboration & Voice of Partner 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 Performance & Growth Meet or exceed individual KPI targets including retention rate, platform adoption, CSAT, NPS, and QBR completion Actively participate in coaching sessions, team calibrations, and CS community of practice to continuously sharpen your craft D

Benefits

Additional Information

About Nabis Nabis is the #1 licensed cannabis wholesale platform in the world, supplying $1B+ worth of cannabis products annually from hundreds of brands to retailers across California, New York, and Nevada. Our mission is to empower the world to discover cannabis by providing choice, access, and innovation.Through modern, scalable infrastructure, our mission is to empower the world to discover cannabis by providing choice, access, and innovation. We're at the forefront of this movement, building an innovative, technology-first platform to scale the entire cannabis industry. Backed by Y Combinator and investors, including DoorDash Co-Founder Stanley Tang, NFL Hall of Famer Joe Montana, Gmail creator Paul Buchheit, and Twitch co-founder Justin Kan, Nabis is rapidly expanding across the U.S. with the goal of becoming the largest and most influential cannabis distribution network globally.

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