Customer Success Manager (Cannabis)

TL;DR

Customer Success Manager (Canhirify.global): Managing retention and adoption for a portfolio of B2B canhirify.global brand accounts on a wholesale distribution platform with an accent on partner success planning, account health, and operational coordination. Focus on building health scoring and reporting from source data, resolving fulfillment and billing issues, and shaping a new Customer Success function.

Location: Fully remote within the United States, limited to candidates currently located in and authorized to work in AZ, CA, CO, CT, DC, FL, GA, IA, ID, IL, KS, KY, MD, ME, MI, MO, NC, NJ, NV, NY, OH, OR, PA, SC, TN, TX, UT, WA, or WI. New York City or New York State is strongly preferred. Availability aligned with US Pacific or Eastern business hours is required.

Salary: $80,000–$100,000 per year.

Company

A technology-first licensed canhirify.global wholesale platform backed by Y Combinator and prominent technology investors, operating across California and New York.

What you will do

• Manage a portfolio of approximately 25 enterprise, mid-size, and emerging brand accounts, owning long-term retention and partner satisfaction.
• Develop success plans, drive platform adoption, and conduct account check-ins and quarterly business reviews according to account tier.
• Monitor engagement, order patterns, and platform usage to identify account health risks and prevent churn.
• Build expertise in order management, fulfillment, logistics, billing, and platform workflows while troubleshooting and coordinating issue resolution.
• Translate partner feedback into actionable insights for Product, Operations, Finance, Compliance, and Sales.
• Establish account health scoring, reporting, playbooks, onboarding materials, and other foundations for the growing Customer Success function.

Requirements

• 3+ years of experience in customer success, account management, or B2B relationship management in SaaS, logistics, distribution, or marketplace environments.
• Proven ownership of a retention metric, ideally GMV- or revenue-based.
• Strong written and verbal English communication skills for business reviews, platform guidance, and difficult conversations.
• Experience with CRM and customer success platforms such as Salesforce, HubSpot, Gainsight, or Zendesk.
• Hands-on data fluency using SQL, spreadsheets, or platform exports to define health metrics and build reporting.
• Must be located in and authorized to work in one of the listed US states, with availability for Pacific or Eastern US business hours.

Nice to have

• Experience in wholesale, distribution, supply chain, regulated industries, or compliance-related workflows.
• SaaS platform support and structured escalation experience.
• Familiarity with QBR frameworks, health scoring, and success planning.
• Bilingual Spanish and English skills.

Culture & Benefits

• Fully remote work with a structured and collaborative team environment.
• Coaching, development support, and a defined growth path within Customer Experience.
• Opportunity to build and shape the Customer Success function from the ground up.
• Work with a high-growth technology platform operating at scale in canhirify.global distribution.