Client Success Manager

Position: Client Success Manager (CSM) 

Location: LA (Onsite) 

About: Cure8 is a leading Managed IT service provider for the cannabis industry. 
We support dispensaries, cultivation, manufacturing, distribution, and multi-state operators. 
Our services include POS, inventory, compliance, cybersecurity, cloud, and security solutions. 
We provide reliable, secure technology solutions tailored to your cannabis business. 

Job Description: A Client Success Manager (CSM) is responsible for building strong client relationships, ensuring successful product/service adoption, reducing churn, and identifying opportunities for account growth. 

Key Job Roles & Responsibilities 

• Manage relationships with assigned US clients and serve as their primary point of contact. 

• Understand client goals, challenges, expectations, and business needs. 

• Lead client onboarding, implementation, and regular business reviews. 

• Monitor customer satisfaction, engagement, retention, and churn risks. 

• Drive product/service adoption through demos, training, and guidance. 

• Handle client queries, complaints, and escalations through resolution. 

• Identify upselling, cross-selling, renewal, and account expansion opportunities. 

• Communicate professionally with clients via email, phone, Zoom, and Teams. 

• Track KPIs such as CSAT, NPS, retention, adoption, and revenue growth. 

• Maintain accurate client data and updates in CRM/customer-success platforms. 

• Collaborate with Sales, Product, Support, Marketing, Finance, and Operations teams. 

• Support US clients across different time zones while maintaining professional responsiveness. 

Common Skills Required 

• Excellent English communication and interpersonal skills  

• Client relationship management  

• Account management  

• Problem-solving and conflict resolution  

• Presentation and negotiation skills  

• CRM experience such as Salesforce, HubSpot, or Zoho  

• Customer-success tools such as Gainsight or similar platforms  

• Data analysis and reporting  

• Time management and organization  

• Upselling/cross-selling awareness  

• Ability to work with US clients and teams  

• Strong business and customer-service mindset