Customer Success Manager

Customer Success Manager

Fully Remote | Reports to Director of Customer Success

ABOUT SWEED

Sweed is a product-driven software startup building the all-in-one Dispensary Operating System platform for cannabis retail. Our enterprise-grade solution combines POS, eCommerce, Marketing, Analytics, Compliance and Inventory Management into a single seamless experience — eliminating the need for multiple third-party tools.

We've been in the market for 6 years with a team of approximately 250 people across the US and internationally. We believe in the medicinal potential of cannabis and in our responsibility to help the industry operate better.

THE ROLE

We're looking for a Customer Success Manager who thrives on ownership of the customer.. This is not a reactive support role — it's a strategic position responsible for account health, product adoption, retention, and growth across a portfolio of cannabis retailers.

You'll work within a structured, segmented CS model where each client is served according to their size, complexity, and growth stage. Depending on experience and fit, you may work across any of these client profiles:

Relationship-first

High-touch accounts with complex, multi-location operations. You own the full client relationship — from strategic planning through renewal — and maintain executive-level alignment throughout.

Cadence: Weekly calls · Onsite QBRs · Annual kick-off

Adoption-driven

Growing operators investing in scaling their platform usage. You drive feature adoption, own the QBR process, and identify expansion opportunities as their business grows.

Cadence: Monthly calls · Quarterly QBRs · Annual onsite

Scale-focused

Independent and emerging retailers served through a proactive, structured coverage model. You coordinate account health, monitor signals, and escalate what needs attention.

Cadence: Proactive check-ins · Annual reviews · Reactive SLA

WHAT YOU'LL OWN

Account Health

You'll actively monitor the health of every acco...