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

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