Nabis Customer Success Manager at Nabis managing retention for a portfolio of New York cannabis brand partners. Own long-term partner relationships and drive product adoption.
Responsibilities
We are looking for a Customer Success Manager to join our growing CX team as our first dedicated retention hire — supporting the Phase 1 launch of this function with a dedicated portfolio of roughly 25 New York brand partners, spanning a mix of enterprise, mid-size, and emerging brands. You're introduced to your accounts at the same time as their Brand Account Manager, working the relationship from day one; full account ownership transfers to you once each partner ships its first order on the platform.
This is a strategic, partner-facing role at the intersection of relationship management, operations, and platform expertise. You will serve as the trusted long-term point of contact for your accounts — monitoring health signals, leading business reviews, driving product adoption, coordinating cross-functional resolutions, and identifying opportunities to expand the partnership. You own retention; your BAM counterpart owns expansion — you'll partner closely with them on GMV growth opportunities, but your KPI is protecting the accounts you're assigned, not growing them. Your success is measured by the long-term GMV retention of the brand accounts you own. This role reports directly to the Director of Customer Experience, and as the first CSM hire, you'll help shape the function's tools, playbooks, and hiring plan as the team grows.
The ideal candidate brings a proven track record in customer success, account management, or B2B relationship management within a SaaS, logistics, distribution, or marketplace environment. You think proactively, communicate with clarity and confidence, and take genuine ownership of partner outcomes.
Partner Adoption & Success Planning
Develop and execute tailored success plans for each account, mapping Nabis' platform capabilities to the partner's specific business goals
Drive product adoption post-onboarding by proactively introducing relevant platform features, identifying underutilized tools, and removing barriers to engagement
Serve as the primary long-term point of contact for partners following handoff from the Partnerships team, ensuring continuity and a strong ongoing experience
Track and reinforce partner progress against defined success milestones, adjusting the plan as business needs evolve
Relationship Management & Retention
Manage a dedicated portfolio of brand accounts with a focus on long-term retention, satisfaction, and partnership growth
Apply differentiated cadence by account tier — Enterprise accounts: monthly check-ins and QBRs; Premium accounts: quarterly business reviews; Standard accounts: semi-annual check-ins backed by self-service resources
Conduct regular business reviews (QBRs) and check-ins to assess partner health, surface opportunities, and reinforce the value of the Nabis platform
Qualification
Solid understanding of order managementBackground in SaaS platform support
Required
3+ years of experience in customer success, account management, or B2B relationship management within a SaaS, logistics, distribution, or marketplace environment
Demonstrated track record of owning a retention metric — ideally GMV or revenue-based — within a B2B account management or customer success role
Strong written and verbal communication skills in English, with the ability to lead business reviews, deliver platform guidance, and navigate difficult conversations with confidence and empathy
Proficiency with CRM and customer success platforms (Salesforce, HubSpot, Gainsight, Zendesk, or similar); comfortable learning new tools quickly
Solid understanding of order management, fulfillment workflows, and basic billing and invoicing processes
Hands-on data fluency — experience pulling and structuring data from source systems (SQL, spreadsheets, or platform exports) to build your own health metrics and reporting, not just reading dashboards someone else built. You'll be defining what to track before the tooling exists to track it automatically.
Ability to work independently in a fully remote environment with reliable internet connectivity, strong organizational skills, and the ability to manage a high-volume portfolio without loss of quality
Availability to work a schedule aligned to US Pacific or Eastern business hours
Preferred
Experience supporting B2B accounts in wholesale, distribution, supply chain, or regulated industries
Familiarity with compliance-adjacent workflows such as license verification or regulatory documentation
Background in SaaS platform support, including troubleshooting user-reported issues and coordinating with technical teams
Experience working within a tiered support or structured escalation framework
Familiarity with customer success methodologies (e.g., QBR frameworks, health scoring, success planning)
