# Customer Success Manager - Company: [Sweedpos Com]() - Location: US-based - Remote: Yes - Team: Сustomer Success - Employment type: Full Time - Posted: July 14, 2026 ## Job description **Customer Success Manager** Fully Remote | Reports to Director of Customer Success **ABOUT SWEED** Sweed is a product-driven software startup building the all-in-one Dispensary Operating System platform for cannabis retail. Our enterprise-grade solution combines POS, eCommerce, Marketing, Analytics, Compliance and Inventory Management into a single seamless experience — eliminating the need for multiple third-party tools. We've been in the market for 6 years with a team of approximately 250 people across the US and internationally. We believe in the medicinal potential of cannabis and in our responsibility to help the industry operate better. **THE ROLE** We're looking for a Customer Success Manager who thrives on ownership of the customer.. This is not a reactive support role — it's a strategic position responsible for account health, product adoption, retention, and growth across a portfolio of cannabis retailers. You'll work within a structured, segmented CS model where each client is served according to their size, complexity, and growth stage. Depending on experience and fit, you may work across any of these client profiles: **Relationship-first** High-touch accounts with complex, multi-location operations. You own the full client relationship — from strategic planning through renewal — and maintain executive-level alignment throughout. **Cadence:** Weekly calls · Onsite QBRs · Annual kick-off **Adoption-driven** Growing operators investing in scaling their platform usage. You drive feature adoption, own the QBR process, and identify expansion opportunities as their business grows. **Cadence:** Monthly calls · Quarterly QBRs · Annual onsite **Scale-focused** Independent and emerging retailers served through a proactive, structured coverage model. You coordinate account health, monitor signals, and escalate what needs attention. **Cadence:** Proactive check-ins · Annual reviews · Reactive SLA **WHAT YOU'LL OWN** **Account Health** You'll actively monitor the health of every account in your book — not just at renewal time. We use a structured health scoring approach that factors in engagement, platform usage, support signals, and commercial trajectory. Your job is to stay ahead of risk, not react to it. * 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 **Product Adoption** Retention follows adoption. You'll help clients get real, measurable value from the platform — not just license it. This means going beyond onboarding to drive active usage of contracted features over time. * 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 **Renewals & Expansion** You own the commercial relationship for your book. That means renewals aren't a handoff — they're the culmination of the work you've done all year. * 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 **Cross-functional Collaboration** CS at Sweed doesn't operate in a silo. You'll work closely with Implementation, Technical Support, Customer Marketing, and Product — and your ability to navigate those relationships well directly affects your clients. * 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 **HOW YOU'LL BE MEASURED** We measure what matters. You'll have clear, defined KPIs aligned to your accounts — covering portfolio health, product adoption, renewal performance, and net revenue retention. Performance is tracked monthly and reviewed quarterly, with a variable compensation plan tied to outcomes. We'll share specific targets during the interview process. What you should know going in: we expect CSMs to be proactive owners of their numbers, not passive reporters. **WHAT WE'RE LOOKING FOR** **Required** * 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 **Strongly Preferred** * 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 **Who Thrives Here** * You take ownership — at-risk accounts don't sit; you build the play * You're proactive — you find the signal before the client calls you about it * You're structured — you document, follow up, and close the loop without being managed * You adapt quickly — our industry and our product move fast; you move with them **WHAT WE OFFER** * Fully remote position with a collaborative, distributed team * Competitive base salary plus a performance-based variable compensation plan tied to outcomes you control * Medical, dental, vision, and additional health insurance options * Paid parental leave * Generous PTO and paid company-observed holidays * Direct influence on the product — CS has a real feedback loop to our roadmap, and your customer signal shapes what gets built * A CS org actively investing in its own infrastructure — segmentation, health frameworks, enablement, and playbooks all being built now. You'll grow with it. ## Apply [Apply on Sweedpos Com]() Canonical job page: