Customer Success Manager (Remote)

Customer Success Manager

Flourish Software is a leading cannabis supply chain and retail software company. At Flourish Software, we empower cannabis businesses with innovative technology solutions that streamline operations and enhance compliance. As a leader in the cannabis software industry, we are committed to fostering growth and success for our clients. We are currently seeking a passionate and driven individual to manage client accounts and ensure client success. 

Job Description

As a Customer Success Manager at Flourish Software, you'll be the primary relationship owner for our cannabis clients post-implementation, ensuring they achieve their business goals through optimal use of our seed-to-sale compliance and operational management platform. Working with dispensaries, cultivators, manufacturers, and distributors across multiple states, you'll drive adoption, expansion, and retention while serving as the voice of the customer within our organization.

This role bridges the gap between our Implementation Engineers (who get clients up and running) and our Support team (who handle day-to-day technical issues), focusing on strategic relationship management and long-term client success.

Job Duties

• Own the post-implementation relationship for a portfolio of cannabis clients ranging from emerging SMBs to large multi-state operators
• Conduct regular check-ins, quarterly business reviews, and success planning sessions to ensure clients are meeting their operational and compliance goals
• Serve as the primary point of contact for strategic discussions, expansion opportunities, and executive-level relationships
• Monitor client health metrics and proactively address risks to retention or satisfaction
• Drive user adoption of Flourish platform features through targeted training, best practice sharing, and optimization recommendations
• Analyze client usage patterns and workflows to identify opportunities for increased efficiency and ROI
• Develop customized success plans that align platform capabilities with client business objectives
• Guide clients through operational improvements using our inventory management, compliance tracking, and reporting tools
• Identify and pursue upsell and cross-sell opportunities within existing accounts
• Collaborate with Sales on expansion into new client locations, departments, or business units
• Present ROI analysis and business cases for additional platform modules or services
• Support contract renewals and negotiate expansion agreements
• Partner with Implementation Engineers during handoff to ensure smooth transition from setup to ongoing success
• Work closely with Support team to escalate and resolve client issues while maintaining strategic relationships
• Collaborate with Product team to communicate client feedback, feature requests, and market insights
• Support Marketing with case studies, testimonials, and reference opportunities
• Develop deep expertise in cannabis operations, compliance requirements, and industry best practices
• Stay current on regulatory changes across different states and help clients adapt their processes accordingly
• Represent Flourish at industry events, trade shows, and client visits
• Serve as a cannabis industry consultant to help clients optimize their operations beyond just software usage
  

Requirements

• Minimum 3 years of experience in the cannabis industry with a deep understanding of operations across cultivation, manufacturing, and/or retail
• Knowledge of state compliance systems (METRC & BioTrack experience strongly preferred) and regulatory requirements
• Understanding of cannabis business models, supply chain challenges, and operational complexities
• 3+ years in customer success, account management, or client relationship roles, preferably in SaaS or technology
• Proven track record of managing client portfolios and driving retention/expansion metrics
• Experience with customer success tools and methodologies (health scoring, success planning, QBRs)
• Exceptional written and verbal communication skills with ability to present to C-level executives
• Strong analytical abilities to interpret usage data, business metrics, and ROI calculations
• Experience creating and delivering client presentations, reports, and strategic recommendations
• Comfort learning and explaining software platforms and technical concepts
• Experience with CRM systems (HubSpot preferred), project management tools, and data analysis
• Ability to troubleshoot basic technical issues and coordinate with technical teams
• Familiarity with software development, tracking, project management, and communication tools (e.g. Jira, HubSpot, Teamwork, Zoom, Google Workspace, and Slack)

Performance Metrics

• Client Retention Rate - Maintain 90%+ gross revenue retention
• Net Revenue Retention - Drive expansion within existing accounts
• Customer Health Scores - Proactively manage client health and satisfaction metrics
• Product Adoption - Increase feature adoption and platform utilization across client base
• Client Satisfaction - Maintain high NPS and customer satisfaction scores
• Expansion Revenue - Identify and close upsell/cross-sell opportunities

Job Details

• Base Salary: $65,000-$75,000 (commensurate with experience)
• Commission: Variable compensation on upsells and cross-sells, bonus plan potential
• Benefits: Subsidized health, dental, vision, Simple IRA, Flexible PTO
  
• Travel: As required, typically less than 25%.
  

Application Link: Apply Here