Client Success Manager

Cure8; California, Northern (MO, KY); Hybrid; USD 70,000 - 105,000; Full time

Job summary

Cure8 in Los Angeles is seeking a Client Success Manager (CSM) to nurture relationships with US clients, drive successful adoption of our cannabis IT solutions, and reduce churn. You will guide onboarding, coordinate with Sales, Product, Support, and Operations, and monitor CSAT alongside retention metrics.

You will identify opportunities for upselling, cross-selling, and renewals while maintaining accurate CRM records and collaborating across teams to ensure client success.

Qualifications

• Strong English communication and interpersonal skills.
• Experience in client relationship management and account management.
• Proven problem-solving and conflict-resolution ability.
• Experience presenting to clients and negotiating outcomes.
• Proficient with CRM platforms (Salesforce/HubSpot/Zoho) and customer-success tools.

Responsibilities

• Manage relationships with assigned US clients and serve as their primary contact.
• Lead client onboarding, implementation, and regular business reviews.
• Monitor customer satisfaction, engagement, retention, and churn risks.
• Drive product adoption through demos, training, and guidance.
• Identify upsell, cross-sell, renewal, and expansion opportunities.
• Maintain accurate client data in CRM and collaborate with Sales, Product, Support, Marketing, Finance, and Operations.

Skills

English communication

Client relationship management

Account management

Problem-solving

Presentation & negotiation

Time management

Data analysis

Tools

Salesforce

HubSpot

Zoho

Gainsight

Job description

Position: Client Success Manager (CSM)

Location: LA (Onsite)

About: Cure8 is a leading Managed IT service provider for the cannabis industry. We support dispensaries, cultivation, manufacturing, distribution, and multi-state operators. Our services include POS, inventory, compliance, cybersecurity, cloud, and security solutions. We provide reliable, secure technology solutions tailored to your cannabis business.

Job Description: A Client Success Manager (CSM) is responsible for building strong client relationships, ensuring successful product/service adoption, reducing churn, and identifying opportunities for account growth.

Key Job Roles & Responsibilities

• Manage relationships with assigned US clients and serve as their primary point of contact.
• Understand client goals, challenges, expectations, and business needs.
• Lead client onboarding, implementation, and regular business reviews.
• Monitor customer satisfaction, engagement, retention, and churn risks.
• Drive product/service adoption through demos, training, and guidance.
• Handle client queries, complaints, and escalations through resolution.
• Identify upselling, cross-selling, renewal, and account expansion opportunities.
• Communicate professionally with clients via email, phone, Zoom, and Teams.
• Track KPIs such as CSAT, NPS, retention, adoption, and revenue growth.
• Maintain accurate client data and updates in CRM/customer-success platforms.
• Collaborate with Sales, Product, Support, Marketing, Finance, and Operations teams.
• Support US clients across different time zones while maintaining professional responsiveness.

Common Skills Required

• Excellent English communication and interpersonal skills
• Client relationship management
• Account management
• Problem-solving and conflict resolution
• Presentation and negotiation skills
• CRM experience such as Salesforce, HubSpot, or Zoho
• Customer-success tools such as Gainsight or similar platforms
• Data analysis and reporting
• Time management and organization
• Upselling/cross-selling awareness
• Ability to work with US clients and teams
• Strong business and customer-service mindset