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