Customer Success Manager

Herb; Canada; Remote; CAD 60,000 - 100,000; Full time

Job summary

A leading company in the cannabis industry is seeking a Client Success Manager to drive client retention and growth. The role involves managing a portfolio of clients, collaborating with cross-functional teams, and leveraging data-driven insights to enhance client satisfaction. Ideal candidates will have a strong background in digital marketing and proven experience in client management.

Qualifications

• 3–5+ years as a Client Success Manager or Account Manager in a digital marketing agency.
• Proven experience managing campaigns across various digital marketing channels.

Responsibilities

• Manage a portfolio of 25+ clients, focusing on retention and growth.
• Lead monthly and quarterly business reviews and define client success plans.

Skills

Client Retention

Digital Marketing

Data-Driven Mindset

Collaboration

Tools

Google Analytics

HubSpot

ClickUp

Job description

3 days ago Be among the first 25 applicants

Driving Growth & Innovation with Data-Driven Tech Solutions | Expert in Digital Product Development, Automation, and Strategy

About Us

Herb is the largest and most trusted digital platform in cannabis, connecting millions of consumers with the brands, products, and education they care about most. We work with dispensaries and global brands alike to drive awareness, traffic, and sales in a compliant, scalable way.

We combine media, creative, and performance marketing to help our partners drive real business results—whether that’s store visits, online sales, or brand awareness. Our SaaS-based revenue model is built for scale, and our client relationships are rooted in long-term success, not one-off campaigns.

As a Client Success Manager, you’ll play a strategic role in helping clients achieve measurable growth. You'll work with some of the most forward-thinking cannabis brands, leveraging our audience, tools, and data to deliver proactive solutions, reduce churn, and drive expansion. Are you ready to join a team that’s client-obsessed, data-driven, and reshaping the cannabis space?

About the Role

As a Client Success Manager, you’ll be the strategic owner of a portfolio of performance marketing clients. Your focus: drive retention, grow revenue, boost satisfaction, and maximize lifetime value. You’ll collaborate cross-functionally with delivery, creative, and analytics teams to ensure every client gets proactive insights, measurable impact, and a clear path to success. This isn’t a reactive role. You’ll own commercial outcomes, think like an operator, and act like a trusted growth advisor.

What You’ll Own

• Account Ownership: Manage a portfolio of 25+ clients, with full responsibility for retention, growth, and satisfaction
• Strategic Planning: Lead monthly and quarterly business reviews, define client success plans, and align stakeholders around shared KPIs and outcomes
• Performance Monitoring: Track campaign results, client feedback, and usage trends to demonstrate value and improve ROI
• Cross-Functional Execution: Partner with Paid Media, Content, Design, and Analytics to ensure delivery matches business goals
• Retention Strategy: Monitor account health, identify risks early, and take action to prevent churn
• Upsell / Cross-Sell: Identify client growth opportunities, align solutions to business goals, and partner with sales to close
• Client Advocacy: Be the voice of the client internally—flagging needs, blockers, or opportunities to improve our services

Performance Metrics You’ll Be Measured On

• Client Retention Rate
• Net Revenue Retention
• Upsell / Expansion Revenue

Required Experience

• 3–5+ years as a Client Success Manager or Account Manager in a digital marketing agency is a must
• Proven experience managing campaigns or client relationships that span email marketing, paid media (Meta, Google, programmatic), SEO, and paid social
• Experience managing recurring or SaaS-style revenue accounts
• Proven ability to reduce churn and drive meaningful upsell/cross-sell growth
• Data-driven mindset and comfort with reporting on KPIs like client retention, CSAT, and upsell performance
• Strong understanding of digital marketing channels and confident in leading performance reviews with senior stakeholders
• Proficiency with client and project management tools (e.g., ClickUp, HubSpot, etc.)
• Experience with analytics platforms such as Google Analytics 4 (GA4), Google Search Console, and Google Tag Manager (GTM). etc
• Familiarity with eCommerce platforms like Shopify,WooCommerce, etc.

Who You Are

• A strategic thinker who’s obsessed with client outcomes—not just campaign delivery
• Deep working knowledge of email marketing, paid media, paid social, and SEO — you can confidently speak to strategy, performance metrics, and growth levers in each
• Proactive, curious, and confident making decisions and pushing projects forward
• Revenue-minded and comfortable having commercial conversations
• A natural collaborator who thrives in cross-functional teams
• Ready to grow your career in a high-performance, high-autonomy culture

Compensation

• Up to $100k ( $60k base + bonus)

To Apply:

Send us your resume and a short note on why you’re the right fit for this role to [e-mail]

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

• Industries

  Media Production

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