About the Role:
We are looking for a Customer Success Manager who is customer-centric, commercially minded, and motivated by helping retailers turn technology into real business outcomes.
You will act as a trusted strategic partner to a portfolio of Breadstack customers, working closely with Implementation, Support, Product, and Sales to ensure successful launches, strong adoption, and long-term value. This role directly impacts retention, renewals, net revenue retention, and customer advocacy.
This is an individual contributor role with meaningful ownership, visibility, and influence in a growing organization.
What You’ll Do:
Customer Partnership & Value Creation
- Build trusted, long-term relationships focused on improving online sales, conversion, promotions, and fulfillment execution
- Create and manage customer success plans aligned to each customer’s goals, business model, and constraints
- Lead regular check-ins and business reviews focused on outcomes, evolving priorities, and early risk identification
Retention, Renewals & Account Health
- Own renewal conversations by clearly tying platform usage and optimization to customer goals and progress
- Identify expansion opportunities in partnership with Sales based on customer needs and readiness
- Maintain clear visibility into account health, engagement, and renewal risk across your portfolio
Onboarding & Time to Value
- Partner with Implementation and Project Management to ensure smooth handoffs after launch
- Reinforce best practices post-launch to drive adoption and reduce friction
- Proactively identify blockers and coordinate cross-functionally to resolve them
Voice of the Customer & Enablement
- Share customer insights and recurring challenges with Product and Engineering
- Contribute to customer training, enablement resources, and best-practice content
- Deliver tailored product walkthroughs and performance-focused conversations
- Help build customer advocates for referrals, testimonials, and sales support
What We’re Looking For:
- 5+ years in B2B SaaS Customer Success, Account Management, or a related role
- Experience owning renewals and long-term customer relationships
- Background in eCommerce, online retail, or digital commerce platforms preferred
- Experience supporting revenue-driving websites, checkout flows, promotions, or fulfillment workflows is a strong plus
- Passion for helping customers succeed and building trust-based relationships
- Strong focus on outcomes, not just features or support tickets
- Comfortable using data, usage signals, and customer feedback to assess health and risk
- Able to prioritize effectively in a fast-paced, evolving environment
- Familiar with digital and self-service support models
- Experience with tools like HubSpot, Zendesk, Zoho Desk, or similar platforms is a plus
- Clear, confident written and verbal communication skills
- Calm and constructive in challenging customer conversations
- Experience in cannabis or regulated industries is a bonus, not a requirement
- Curiosity and willingness to learn matter more than prior industry experience
What We Offer
- A vibrant, forward-thinking work environment where innovation, collaboration, and fun come together.
- Opportunities for career growth, professional development, and the chance to make a real impact on the future of commerce.
- Competitive compensation, comprehensive benefits, flexible work arrangements, and a range of exciting perks.
- A mission-driven culture dedicated to empowering dispensaries and revolutionizing the industry.
Benefits:
- Casual dress
- Dental care
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- Paid time off
- RRSP match
- Tuition reimbursement
- Wellness program
- Work from home
Work Location: Remote
