Remote Customer Success Manager - Retention Specialist

NABIS; New York (NY); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Fully remote work environment

Job summary

Nabis, the leading cannabis wholesale platform, is hiring the first dedicated Customer Success Manager for New York. This role owns retention across a growing portfolio of NY brand partners, coordinating with a Brand Account Manager and shaping the CSM function as the team scales.

You will monitor health signals, drive product adoption, and lead business reviews, while partnering with cross-functional teams to ensure long-term partner value.

Qualifications

• 3+ years in customer success, account management or B2B relationships in SaaS/logistics/marketplace.
• Proven retention metrics ownership, GMV or revenue-focused.
• Strong English communication for executive reviews and cross-functional collaboration.

Responsibilities

• Develop and manage tailored success plans for a portfolio of brand partners.
• Drive platform adoption and onboarding post onboarding; identify underutilized tools and remove barriers to engagement.
• Serve as the long-term point of contact for partners; coordinate cross-functional resolutions.
• Monitor partner health; conduct regular reviews and progress checks against milestones; adjust plans as needed.
• Manage a portfolio with a retention focus; support GMV/revenue retention targets.
• Lead cross-functional collaboration with Ops, Finance, Compliance, and Sales to resolve issues.
• Contribute to playbooks, onboarding materials, and knowledge base content for the CSM function.
• Support CX initiatives, platform rollouts, and process improvements.

Skills

Customer success

Account management

B2B relationships

SaaS

Logistics

Marketplace

Tools

Salesforce

HubSpot

Gainsight

Zendesk

Job description

Nabis, the leading cannabis wholesale platform, is hiring the first dedicated Customer Success Manager for New York. This role owns retention across a growing portfolio of NY brand partners, coordinating with a Brand Account Manager and shaping the CSM function as the team scales.

You will monitor health signals, drive product adoption, and lead business reviews, while partnering with cross-functional teams to ensure long-term partner value.