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Nabis is the #1 licensed cannabis wholesale platform, operating the largest portfolio of cannabis brands across California and New York. The company is backed by Y Combinator and prominent investors including DoorDash co-founder Stanley Tang and Gmail creator Paul Buchheit.
You will be the first dedicated Customer Success Manager for Nabis' New York market, supporting a portfolio of approximately 25 brand partners spanning enterprise, mid-size, and emerging brands. This is a strategic, partner-facing role at the intersection of relationship management, operations, and platform expertise.
Key responsibilities include developing and executing tailored success plans for each account, driving product adoption post-onboarding, and serving as the primary long-term point of contact for partners. You will manage a dedicated portfolio with a focus on retention and satisfaction, applying differentiated engagement cadence by account tier (monthly QBRs for enterprise, quarterly for premium, semi-annual for standard accounts).
You will monitor account health signals including engagement trends, order patterns, and platform usage, taking proactive action to address churn risk. You'll conduct regular business reviews, build trusted relationships across multiple stakeholders within partner accounts, and handle escalations with urgency and professionalism.
Additional responsibilities include developing deep fluency in Nabis' platform and order management workflows, troubleshooting platform-related issues, supporting partners with order and billing inquiries, and maintaining accurate CRM records. You will build and maintain account health scoring and reporting infrastructure for your portfolio, establishing foundational analytics as this function is being built.
You will act as the internal advocate for your accounts, translating partner feedback into actionable insights for product and operations teams. Your success is measured by long-term GMV retention of your assigned brand accounts. You will report directly to the Director of Customer Experience and help shape the function's tools, playbooks, and hiring plan as the team grows.
The ideal candidate brings proven experience in customer success, account management, or B2B relationship management within SaaS, logistics, distribution, or marketplace environments. You think proactively, communicate with clarity and confidence, and take genuine ownership of partner outcomes.
