Customer Success Manager
New
N
NabisCannabis Logistics
Remote within New York City or New York State, US Pacific or Eastern business hoursFull-TimeMiddle
Salary80,000 - 100,000 USD per year
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Job Details
- Languages
- English
- Experience
- 3+ years
- Required Skills
- SQLData AnalysisSalesforceCustomer SuccessHubSpotZendeskAccount ManagementRelationship managementCRM
Requirements
- 3+ years of experience in customer success, account management, or B2B relationship management within a SaaS, logistics, distribution, or marketplace environment.
- Proven track record of owning a retention metric, ideally GMV or revenue-based.
- Strong written and verbal communication skills in English.
- Proficiency with CRM and customer success platforms (e.g., Salesforce, HubSpot, Gainsight, Zendesk).
- Solid understanding of order management, fulfillment workflows, and basic billing processes.
- Hands-on data fluency including experience pulling and structuring data from source systems like SQL or spreadsheets.
- Ability to work independently in a fully remote environment.
- Availability to work a schedule aligned to US Pacific or Eastern business hours.
- Experience supporting B2B accounts in wholesale, supply chain, or regulated industries preferred.
- Familiarity with compliance-adjacent workflows or customer success methodologies preferred.
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 and removing barriers to engagement.
- Serve as the primary long-term point of contact for partners following handoff from the Partnerships team.
- Manage a dedicated portfolio of brand accounts with a focus on long-term retention, satisfaction, and partnership growth.
- Conduct regular business reviews (QBRs) and check-ins to assess partner health and surface opportunities.
- Monitor account health signals and take proactive action to address risk before it becomes churn.
- Troubleshoot and triage platform-related issues, coordinating swift resolution across internal technical or operations teams.
- Build and maintain the account health scoring and reporting foundation for your portfolio.
- Act as the internal advocate for your accounts, translating partner feedback into actionable insights for Product, Operations, and Sales.
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