Customer Success Manager

Flowhub provides user-friendly business management and compliance solutions that help cannabis businesses thrive in a highly regulated industry. Our Customer Success team is passionate about ensuring our clients succeed, going above and beyond to deliver exceptional service and results. We’re looking to grow our team by adding a Customer Success Manager.

At Flowhub, our Customer Success Managers play a vital role in helping our clients maximize the value of our product. They work closely with clients to understand their business needs and challenges, providing expert guidance and support to help them achieve their goals. They balance proactive engagement with reactive problem-solving, ensuring our clients feel heard and supported every step of the way. CSMs are also responsible for building lasting relationships, driving the adoption of our platform, and acting as liaisons between clients and our product team to ensure the software continues to solve real-world problems.

Responsibilities:

• Build and nurture client relationships. Regularly connect with your clients to maintain and strengthen their ties with Flowhub. 

• Educate clients on product updates, new features, and compliance updates in the cannabis retail space.

• Analyze client's data to recommend best practices, upsell opportunities, and product improvements that enhance their business.

• Retention. Make sure our clients understand the value of our platform.

  • Ensure churn risk reasons are accurately captured and documented. 

  • Maintain up-to-date Account Health status for at-risk clients. 

  • Proactively drive renewals and reduce churn by ensuring clients are excited about Flowhub’s solutions.

• Respond to escalations with speed and care, always seeking to solve issues and build trust.

• Maintain Salesforce data changes, record keeping, and overall accuracy for your book of business.   

• Understand and acknowledge client needs/requests and translate those into appropriate product feedback. 

• Collaborate cross-functionally with product, sales, and support teams to advocate for clients needs and drive product enhancements.

• Onboarding book of business on new and upsold products

• Grow the value of your accounts by strategically upselling additional product offerings

Qualifications:

• Cannabis industry enthusiast with a passion for technology, business, and helping dispensaries succeed.

• 3+ years of previous experience in customer success, ideally within SaaS or tech-driven industries.

• Experience with an in-house CRM tool (Salesforce, Hubspot, etc.)

• Strong communicator who can break down technical concepts and build lasting relationships with clients.

• Data-driven with a knack for identifying patterns and turning insights into action.

• Problem-solver who thrives under pressure and is quick to offer solutions when challenges arise.

• Team player who loves collaborating across departments to create a seamless experience for our clients.

This role is open to anyone within the United States, except candidates in CA, with compensation that aligns with your location. Starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. This role is eligible for a competitive benefits package that includes medical, dental, vision, life, and disability insurance, a 401(k) retirement plan, paid holidays, unlimited paid time off, and other benefits.

Base Salary $80,000 - 90,000 with an OTE of $90,000 - $100,000 + Equity