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Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Success
Date Posted
January 17, 2026
Full Job Description
đź“‹ Description
- • Own the end-to-end customer journey for the largest licensed cannabis wholesale platform on Earth. You will be the single point of accountability for how hundreds of brands and thousands of retailers feel when they interact with Nabis—every order, every delivery, every support ticket, every renewal conversation.
- • Architect and continuously refine a scalable CX framework that turns complex B2B logistics into a friction-free, consumer-grade experience. You will map every touchpoint—from first demo to post-delivery follow-up—identify pain points, and design playbooks that cut resolution time, raise NPS, and protect revenue.
- • Lead, mentor, and grow a distributed team of CX specialists who operate across California, New York, and Nevada time zones. You will set weekly KPIs (first-response time, CSAT, churn risk flags), run daily stand-ups, and coach agents on cannabis compliance nuances so every interaction is accurate, empathetic, and brand-safe.
- • Build and own the voice-of-customer program. You will aggregate qualitative feedback from Zendesk, Gorgias, Slack channels, and in-person dispensary visits; transform it into quantitative insights; and present monthly findings to Product, Ops, and Executive teams so roadmap decisions are grounded in real user pain.
- • Drive proactive retention campaigns that protect multi-million-dollar accounts. You will design automated alerts when order frequency drops, schedule quarterly business reviews with top 50 brands, and negotiate win-back offers that balance margin goals with customer delight.
- • Partner with Compliance and Legal to ensure every communication meets evolving state regulations. You will create canned responses for METRC discrepancies, age-verification failures, and delivery rejections, and run quarterly training so the team stays ahead of new rules in CA, NY, and NV.
- • Own the CX tech stack. You will evaluate and implement tools—help-desk, chatbots, knowledge base, BI dashboards—negotiate vendor contracts, and integrate them with our proprietary ERP so agents see real-time inventory, pricing, and delivery status without leaving their workspace.
- • Design and launch a self-service portal that deflects 30 % of routine inquiries. You will write crystal-clear help articles, record Loom walkthroughs for placing bulk orders, and build in-app tooltips that guide retailers through invoice reconciliation.
- • Establish SLAs that match the urgency of cannabis retail: 5-minute chat response during peak order windows, 2-hour email resolution for out-of-stock issues, and 24-hour escalation path for compliance-related holds. You will monitor adherence in real time and publish weekly scorecards to the entire company.
- • Champion a culture of experimentation. You will A/B test greeting scripts, delivery notification cadences, and loyalty rewards, then scale the winners across all three states. Your goal: raise NPS from 62 to 75 within 12 months while reducing cost per contact by 20 %.
- • Collaborate with Sales and Marketing to turn satisfied customers into advocates. You will create case studies, coordinate reference calls, and host virtual “Dispensary Roundtables” where top retailers share best practices and strengthen the Nabis brand.
- • Report directly to the VP of Operations with a dotted line to the CEO. You will present quarterly board slides on retention, expansion revenue, and customer health scores, positioning CX as a profit center rather than a cost center.
🎯 Requirements
- • 5+ years leading customer experience or account management teams in a high-growth B2B marketplace or logistics environment
- • Proven track record of improving NPS, CSAT, or similar customer health metrics by at least 15 points within 12 months
- • Hands-on expertise with Zendesk, Gorgias, Intercom, or equivalent help-desk platforms; SQL or BI dashboard experience a strong plus
- • Deep understanding of multi-state cannabis regulations (CA, NY, NV) or highly regulated consumer goods
- • Bachelor’s degree in Business, Communications, or related field; MBA or advanced certification in CX (CCXP) preferred
🏖️ Benefits
- • Fully remote-first culture with quarterly off-sites in California, New York, and Nevada
- • Competitive equity package in the 1 licensed cannabis wholesale platform globally
- • $2,000 annual professional development stipend for courses, conferences, or certifications
- • Flexible PTO plus 11 company holidays and a mandatory 2-week winter shutdown
- • Monthly $200 wellness credit for gym, therapy, or cannabis products from the Nabis portfolio
Skills & Technologies
Remote
About Nabis Holdings, Inc.
Nabis is a licensed cannabis distributor in California that provides logistics, compliance, and inventory management services to licensed cultivators, manufacturers, and retailers. Its technology platform automates ordering, real-time tracking, and regulatory reporting while handling storage, transportation, and payment collection. The company operates a fleet of vehicles and warehouses to ensure products meet state testing and packaging mandates before reaching dispensary shelves.
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