Customer Success Manager - job 1 of 2

About Flowhub

Flowhub builds the software that powers the most complex retail operations in America. We started in cannabis because it's the hardest version of the problem — every state has its own regulatory environment, products are tracked seed-to-sale, and a single compliance error can cost a retailer their license. We didn't shy away from that. We built the platform that over 1,000 retailers trust to run, grow, and scale their businesses — from point-of-sale and payments to ecommerce, marketing, inventory, analytics, and an open API.

We're not a cannabis company that writes software. We're a technology company solving the operational and compliance challenges that define regulated retail — and we're just getting started.

This is not a "clock in, clock out" environment. Flowhub is a team of high performers who take ownership, move fast, and hold each other to a standard most companies only talk about. If you want to coast, this isn't the place. If you want to do the best work of your career alongside people who raise your game every day — keep reading.

The Role

This is the first real CSM touch for a large portfolio of emerging and growth-stage customers. You'll own two critical functions: identifying the accounts that are scaling and building relationships before they outgrow self-serve support, and serving as the escalation point when complex issues need more than Product Support can resolve alone. This role requires someone who can context-switch fast, manage high volume without losing quality, and stay calm and solutions-oriented when customers are at their most frustrated. You'll report directly to the Manager of Customer Success.

What You'll Own

Growth — Emerging Accounts

• Proactively identify high-potential emerging accounts showing signs of growth through usage data, support trends, and expansion signals

• Build relationships with dispensary owners and operators in your portfolio, nurturing accounts approaching a fully managed CSM relationship

• Drive product adoption across Flowhub Maui, Pay, Ecom, Greet®, Stash®, and View® to accelerate account growth

• Graduate accounts to a dedicated CSM when they're ready for a deeper managed relationship, ensuring a warm and informed handoff

• Respond to customers who raise their hand for increased engagement before they churn or stall

Escalations & Customer Advocacy

• Serve as the escalation point when Product Support encounters complex or high-emotion customer issues

• De-escalate frustrated customers with empathy, speed, and a bias toward resolution

• Provide lightweight, proactive CSM coverage for key accounts that need more than transactional support

• Partner with Product Support to build repeatable escalation playbooks and improve first-contact resolution rates

• Be the customer's voice internally, surface patterns, flag product gaps, and close the loop with Product and Support teams

What You Bring

• Experience running a dispensary, leading retail operations, or managing multiple cannabis locations, and you were good at it

• Deep understanding of cannabis compliance, operations, and customer experience from the inside

• Ability to thrive in high-volume, high-context environments where no two conversations are the same

• Proven ability to manage a large account portfolio without losing the thread on any of them

• Strong de-escalation skills, calm and solutions-oriented when customers are frustrated

• High EQ, consultative style, low tolerance for fluff

• You build trust fast and keep it, even in short, lightweight interactions

• You want to be somewhere that takes performance seriously, and where your growth is tied to the company's

Compensation & Benefits

Base: $75,000 – $85,000 | OTE: $85,000 – $95,000

Compensation is determined based on skills and experience. This role is eligible for Flowhub's commission plan — the OTE range reflects realistic on-target performance.

Benefits include: Medical, dental, vision, life & disability insurance, 401(k), unlimited PTO, paid holidays, and more.

Flowhub is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive team.