Customer Success Manager

Sweed AB

Job Overview

Location

US-based

Job Type

Full-time

Full Job Description

📋 Description

• Customer Success Manager
• Fully Remote | Reports to Director of Customer Success
• 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.
• 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.
• 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.
• Scale-focused: Independent and emerging retailers served through a proactive, structured coverage model. You coordinate account health, monitor signals, and escalate what needs attention.
• Account Health: You'll actively monitor the health of every account in your book — not just at renewal time. You'll identify early warning signals and act before issues escalate.
• Product Adoption: Retention follows adoption. You'll help clients get real, measurable value from the platform — not just license it.
• 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.
• 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.
• 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.
• 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.

🎯 Requirements

• 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

🏖️ Benefits

• 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.

Skills & Technologies

React

Remote

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Sweed AB

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About Sweed AB

Swedish fintech Sweed AB delivers cloud-based point-of-sale and business-management software for restaurants, cafés, and fast-food chains across the Nordics. The platform unifies order taking, payments, inventory, staff scheduling, accounting, and customer loyalty in one SaaS suite that runs on iOS, Android and web. Real-time dashboards and AI-driven analytics help owners cut costs, speed service and increase revenue, while open APIs connect seamlessly to accounting, delivery and marketing services. Founded in Stockholm in 2016, Sweed targets small to mid-sized hospitality businesses seeking an integrated, mobile-first alternative to legacy POS systems.

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