--- title: 'Customer Success Manager at Sweed' canonical: 'https://feeny.ai/job/customer-success-manager-sweed-united-states-6dw3jyt2b10q' type: 'job' last_seen: '2026-09-09' --- # Customer Success Manager at Sweed - **Company:** Sweed - **Location:** United States - **Employment:** full-time - **Work type:** remote - **Posted:** 2026-07-14 - **Last confirmed live:** 2026-09-09 - **Apply:** https://jobs.ashbyhq.com/sweedpos.com/1070ba00-67c8-49b1-ab01-7a6043b989ed ## Job description Customer Success Manager Fully Remote | Reports to Director of Customer Success ## ABOUT SWEED Sweed is a product-driven software startup building the all-in-one Dispensary Operating System platform for cannabis retail. Our enterprise-grade solution combines POS, eCommerce, Marketing, Analytics, Compliance and Inventory Management into a single seamless experience — eliminating the need for multiple third-party tools. We've been in the market for 6 years with a team of approximately 250 people across the US and internationally. We believe in the medicinal potential of cannabis and in our responsibility to help the industry operate better. ## THE ROLE We're looking for a Customer Success Manager who thrives on ownership of the customer.. This is not a reactive support role — it's a strategic position responsible for account health, product adoption, retention, and growth across a portfolio of cannabis retailers. You'll work within a structured, segmented CS model where each client is served according to their size, complexity, and growth stage. Depending on experience and fit, you may work across any of these client profiles: Relationship-first High-touch accounts with complex, multi-location operations. You own the full client relationship — from strategic planning through renewal — and maintain executive-level alignment throughout. Cadence: Weekly calls · Onsite QBRs · Annual kick-off Adoption-driven Growing operators investing in scaling their platform usage. You drive feature adoption, own the QBR process, and identify expansion opportunities as their business grows. Cadence: Monthly calls · Quarterly QBRs · Annual onsite Scale-focused Independent and emerging retailers served through a proactive, structured coverage model. You coordinate account health, monitor signals, and escalate what needs attention. Cadence: Proactive check-ins · Annual reviews · Reactive SLA ## WHAT YOU'LL OWN Account Health You'll actively monitor the health of every account in your book — not just at renewal time. We use a structured health scoring approach that factors in engagement, platform usage, support signals, and commercial trajectory. Your job is to stay ahead of risk, not react to it. - Identify early warning signals and act before issues escalate - Own save playbook execution when accounts show signs of risk - Maintain portfolio health as a standing responsibility, not a quarterly exercise - Escalate accounts that need Director or executive involvement — and know when that threshold is Product Adoption Retention follows adoption. You'll help clients get real, measurable value from the platform — not just license it. This means going beyond onboarding to drive active usage of contracted features over time. - Understand each client's contracted scope and where adoption gaps exist - Build adoption plans in partnership with clients; align with Customer Marketing on campaigns - Document blockers and route them through the product feedback process with the right context - Tie adoption progress to renewal and expansion conversations Renewals & Expansion You own the commercial relationship for your book. That means renewals aren't a handoff — they're the culmination of the work you've done all year. - Manage the full renewal cycle from early-stage signaling through contract execution - Identify expansion opportunities — additional locations, modules, and integrations - Build and maintain executive-level relationships at your largest accounts - Bring commercial insight to your check-ins and QBRs; make the value visible Cross-functional Collaboration CS at Sweed doesn't operate in a silo. You'll work closely with Implementation, Technical Support, Customer Marketing, and Product — and your ability to navigate those relationships well directly affects your clients. - Receive and activate go-live handoffs from Implementation with full account context - Partner with Technical Support on escalations and churn signals surfaced through ticket volume - Submit structured product feedback with enough context to be actionable - Coordinate with Customer Marketing on communications and adoption campaigns ## HOW YOU'LL BE MEASURED We measure what matters. You'll have clear, defined KPIs aligned to your accounts — covering portfolio health, product adoption, renewal performance, and net revenue retention. Performance is tracked monthly and reviewed quarterly, with a variable compensation plan tied to outcomes. We'll share specific targets during the interview process. What you should know going in: we expect CSMs to be proactive owners of their numbers, not passive reporters. ## WHAT WE'RE LOOKING FOR Required - 3+ years in customer success, account management, or a client-facing SaaS role - Demonstrated track record of owning renewals and driving retention & successful product adoption. - Experience managing a portfolio against defined health or performance metrics - Strong CRM proficiency — you keep records current without being prompted - Clear communicator at every level: executive QBR, day-one onboarding, and everything in between - Comfortable pulling and interpreting your own account data Strongly Preferred - Experience in the cannabis industry, healthcare or a business using a SaaS based model structure - Background with POS systems, retail technology, or multi-location operators - Familiarity with a segmented or tiered CS model - Experience using Jira, Intercom, or similar support and feedback tooling Who Thrives Here - You take ownership — at-risk accounts don't sit; you build the play - You're proactive — you find the signal before the client calls you about it - You're structured — you document, follow up, and close the loop without being managed - You adapt quickly — our industry and our product move fast; you move with them ## WHAT WE OFFER - Fully remote position with a collaborative, distributed team - Competitive base salary plus a performance-based variable compensation plan tied to outcomes you control - Medical, dental, vision, and additional health insurance options - Paid parental leave - Generous PTO and paid company-observed holidays - Direct influence on the product — CS has a real feedback loop to our roadmap, and your customer signal shapes what gets built - A CS org actively investing in its own infrastructure — segmentation, health frameworks, enablement, and playbooks all being built now. You'll grow with it. ## About Sweed ## Company Overview - **One-liner**: Sweed provides an AI-powered, all-in-one dispensary operating system (POS, eCommerce, inventory, payments, marketing, and loyalty) for cannabis retailers. - **Entity Type**: Private (backed by Leaf Trade, Inc.) - **Headquarters**: New York, New York, USA - **Founded**: Year not publicly specified - **Founders**: Rocco Del Priore (Co-Founder) ## Core Business - **Primary industry**: Cannabis retail technology / Software Development - **Target customers**: Cannabis dispensaries and multi-location retailers (B2B, SMB to Enterprise) - **Mission or purpose statement**: To redefine cannabis retail management with a cohesive platform that seamlessly connects operations, marketing, and compliance, enabling retailers to drive growth and deliver exceptional customer experiences. ## Products & Services - **Point of Sale (POS)**: Native dispensary POS system for streamlined sales, including AI-driven upselling and smart recommendations. - **eCommerce**: Connected online storefront with real-time inventory updates, one-click reordering, and personalized product recommendations. - **Inventory & Logistics**: Centralized stock management across locations, automated workflows, AI-driven demand forecasting, and Metrc/BioTrack compliance integrations. - **Marketing & Loyalty**: Omnichannel messaging (email, SMS, push), drag-and-drop campaign builder, advanced customer segmentation, and a loyalty program usable across locations. - **Payments**: Secure, contactless payment processing with support for multiple payment methods. - **Delivery**: Multiple delivery models integrated into the platform. - **Business Intelligence**: AI-powered analytics, sales trend analysis, and a unified data view across POS, eCommerce, loyalty, and more. - **Customer Data Platform (CDP)**: A ground-up, multi-tenant CDP featuring identity resolution, unified profiles, and an AI enrichment layer (currently being built). ## Market Standing - **Valuation/Market Cap**: Not publicly available (private company) - **Key Metric**: 97 employees (+63.5% YoY growth); boasts the largest in-house development team in the cannabis technology industry. - **Notable Investors/Partners**: Parent company is Leaf Trade, Inc. (now part of LeafLink). Key integrations include Metrc and BioTrack for compliance. - **Growth Signals**: Headcount grew 63.5% year-over-year. Development team grew by 41% since Q1 2024. Successfully completed SOC 1 and SOC 2 Type II audits in early 2025. The company operates in 21 countries, with a significant US presence (46 employees) and distributed teams across Europe (Spain, Poland, Serbia, Georgia, Portugal, Slovenia) and Asia (Israel, Kyrgyzstan, Thailand). ## Competitive Advantages - **All-in-One Platform**: Unlike competitors that require multiple integrations, Sweed offers a native, unified system covering POS, eCommerce, inventory, payments, marketing, and loyalty. This reduces complexity and cost for retailers. - **Largest In-House Dev Team**: The company claims the largest dedicated development team in the cannabis tech industry, allowing for rapid innovation and product agility. - **Compliance-First**: Native integrations with Metrc and BioTrack ensure audit-readiness and simplification of complex regulatory tracking. - **AI-First Approach**: AI is embedded throughout the platform for demand forecasting, personalized upselling, smart segmentation, and data analytics, moving beyond basic POS functionality. - **Enterprise-Grade Security**: Completed SOC 1 and SOC 2 Type II audits, demonstrating a high level of trust and security for clients. ## Strategic Focus - **AI Advancement**: Continuing to invest in and roll out AI-driven tools for automation, personalization, and revenue optimization across the platform. - **Product Expansion**: Enhancing the native suite of services (CDP, AI features) to further reduce reliance on third-party integrations. - **Scaling the Platform**: Building out infrastructure to support multi-location and multi-state cannabis operators with centralized distribution, data, and management. - **Industry Leadership**: Positioning itself as the definitive technology standard for forward-looking cannabis retailers in 2025 and beyond. ## Why Work Here - **Culture & Mission**: The company emphasizes being an "innovation and technology company leading the cannabis industry." Work is focused on solving complex, real-world problems in a rapidly growing and regulated industry. - **Remote-First**: The company offers a remote work program, allowing for flexibility. The HQ is in New York, NY, but the workforce is globally distributed. - **Benefits**: Offers generous parental leave, health insurance, and generous PTO, according to Built In profiles. - **Engineering Culture**: The engineering team is central to the company's identity. Roles include building a ground-up Customer Data Platform, working on a .NET microservices ecosystem, and integrating AI into core product features. The large development team suggests a collaborative and fast-paced environment with significant ownership. - **Growth Trajectory**: With 63.5% YoY headcount growth and a clear focus on aggressive product expansion, the company is in a high-growth phase, offering potential for career advancement and impact. ## Sources 1. [sweedpos.com](https://www.sweedpos.com/) 2. [linkedin.com](https://www.linkedin.com/company/sweed-pos) 3. [builtin.com](https://builtin.com/company/sweed-pos) 4. [builtin.com (Benefits)](https://builtin.com/company/sweed-pos/benefits) 5. [globenewswire.com](https://www.globenewswire.com/news-release/2025/02/18/3027907/0/en/Sweed-Establishes-Largest-Development-Team-in-the-Cannabis-Industry.html) ## Other roles at Sweed - [Senior Brand & Marketing Designer](https://feeny.ai/job/senior-brand-marketing-designer-sweed-global-dsmyjyvq3yp1) — Global - [Senior Product Designer](https://feeny.ai/job/senior-product-designer-sweed-global-my86kxx948c3) — Global - [Senior Director of Partnerships](https://feeny.ai/job/senior-director-of-partnerships-sweed-united-states-gdsbsqze6f55) — United States - [Forward Deployed Engineer](https://feeny.ai/job/forward-deployed-engineer-sweed-united-states-hyas747rp0dt) — United States - [Implementation Manager](https://feeny.ai/job/implementation-manager-sweed-united-states-ebnwhbt6xmcx) — United States - [Product ML Engineer](https://feeny.ai/job/product-ml-engineer-sweed-global-9zcvyevqqsyq) — Global - [Account Executive (Northeast)](https://feeny.ai/job/account-executive-northeast-sweed-united-states-e8ve59q7vn5e) — United States - [Frontend Engineer (React)](https://feeny.ai/job/frontend-engineer-react-sweed-global-3319svap42v4) — Global - [Product Owner](https://feeny.ai/job/product-owner-sweed-global-f78ksa5z84tk) — Global - [AI Product Engineer](https://feeny.ai/job/ai-product-engineer-sweed-global-b01p23tdzk85) — Global