Strategic CSM — SaaS for Cannabis Retail Growth

Renew Cannabis Co.; Denver (CO); Hybrid; USD 80,000 - 110,000; Full time

Job summary

Happy Cabbage is hiring a full-time Customer Success Manager to support cannabis retailers with technical and strategic needs. You will manage the full lifecycle—from trials with Account Execs to onboarding and ongoing relationship management.

You’ll translate product features into actionable outcomes, monitor account health, lead trainings, and drive renewals and expansions while collaborating with Sales, Product, Marketing, and Operations.

Responsibilities

• Own the customer lifecycle end-to-end across trials, onboarding, and ongoing relationships.
• Configure onboarding, train platform end users, and demonstrate value to customers.
• Lead trainings, check-ins, and business reviews to drive adoption and satisfaction.
• Monitor account health signals and escalate at risk accounts while identifying expansion opportunities.

Job description

About the role

We are hiring for a full-time Customer Success Manager to support both technical and strategic customer needs. As a CSM at Happy Cabbage, you will manage the full customer lifecycle – from collaborating with Account Executives for hands-on Trial engagement to owning the client relationship through Onboarding and onward.

This role requires a strong technical understanding of SaaS products as well as a general understanding of the cannabis industry, or the ability to quickly adapt to a niche field that is constantly evolving. Being available to support clients in a dynamic environment is key.

You’ll work directly with inventory buyers/purchasers for cannabis retailers, acting as a trusted advisor and helping them translate product features into actionable outcomes – better inventory decisions, improved cash flow, and operational success.

Your role is to enable and support Happy Buyers end users, develop and expand relationships with cannabis retailers, and contribute to the evolution of our CSM team’s playbooks, systems, and culture. You’ll report to the Head of Customer Success and collaborate closely with Sales, Product, Marketing, and Operations to deliver a top-tier customer experience.

You'll be responsible for

• Owning the Customer Lifecycle (End-to-End)
• Partner with Sales during trials to drive engagement and conversion
• Maintain ongoing relationships with a portfolio of accounts across multiple states and of varying scale
• Act as a both a technical and strategic trusted advisor on how to use Happy Buyers
• Proactively monitor account health signals and usage data
• Collect and track account information and notes in HubSpot and/or other designated spaces
• Onboarding & Adoption
• Configure account settings prior to onboarding
• Onboard and train platform end users of varying technical levels
• Teach both how the product works and why it matters
• e.g. replenishment strategies to avoid lost sales, run rate accuracy to prevent stockouts, cont.
• Ensure customers adopt core workflows (ordering, menu planning, etc.)
• Introduce new features and encourage best practices through continued working sessions
• Customer Engagement
• Lead trainings, working sessions, check-ins, and business reviews via virtual meetings
• Practice regular, proactive outreach to inform customers about new features, understand how they are leveraging the platform, and identify risks and opportunities
• Advocate for platform adoption with customers
• Measure and report on success metrics such as reduction in inventory days on hand, decreased aged inventory costs, and increased margins
• Share customer feedback with internal teams to influence product roadmap and priorities
• Build strong champions and scale end user usage within each account
• Renewals & Expansion Support
• Facilitate renewals and mitigate customer churn
• Identify growth opportunities via upsells (new locations, distribution integrations, or extended contract terms)
• Partner with Sales / Lead CSMs to drive expansion