Customer Success Manager

About Nabis Remote within New York City or New York State | Full-Time Nabis is the #1 Licensed Cannabis Wholesale Platform in the world, operating the largest portfolio of cannabis brands across California and New York. Our mission is to empower the world to discover cannabis by providing choice, access, and innovation. Our New York brand portfolio is growing quickly — enough that we're making this our first dedicated Customer Success hire in the market, built specifically to keep pace with that momentum. Backed by Y Combinator and prominent investors including DoorDash co-founder Stanley Tang and Gmail creator Paul Buchheit, Nabis is scaling the cannabis supply chain with technology — and we're just getting started. The Role 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. Responsibilities 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 Monitor account health signals — engagement trends, order patterns, platform usage — and take proactive action to address risk before it becomes churn Build trusted relationships across multiple stakeholders within each partner account, from day-to-day operators to decision-makers Handle escalations with urgency, empathy, and professionalism, coordinating swift resolution across internal teams Platform & Operational Expertise Develop deep fluency in Nabis…