Flowhub
Cannabis
HeadofCustomerSuccess
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“Head of Customer Success at Flowhub. Skills: Customer Success function building, Retention and expansion outcomes, CS playbook development, Team development, Product Support management, Cross-functional collaboration. Own retention and expansion outcomes (NRR, GRR, renewal execution, expansion ARR).. Build the forecasting discipline and account-health visibility.”
What You'll Achieve.
Retention and expansion outcomes.; NRR, GRR, renewal execution, and expansion ARR.; Build the forecasting discipline.; Build account-health visibility.; Build and make the CS playbook stick.; Develop the CS team.; Set the bar for customer partnership.; Hire ahead of growth.; Connect PS and CS so customers experience one Flowhub.; Set the operating cadence with Sales, Product, Onboarding, and Marketing.; Define how cross-functional teams should work and run them that way.; Be present with strategic accounts.; Show the team what an executive-level customer partnership looks like.
Industry & Context.
Analytical instincts
Must be in the Miami office most of the week., Can flex to one or two days remote.
What They're Looking For.
Must Have
6+ years in Customer Success, Account Management, or a related post-sales role, with a track record of owning retention and growth., Demonstrable CS function-building experience. Either 2+ years directly leading a CS team, or senior IC scope on a larger CS team where you've owned meaningful pieces of the function-building work (playbooks, account health systems, QBR cadence, churn save framework, expansion motion)., You've built CS at a SaaS company through a high-growth stage, ideally Series through D., Vertical SaaS comfort (restaurant tech, home services, healthcare practice management, legal tech, multi-location SMB SaaS, or similar)., Regulated and compliance-heavy environments translate especially well., analytical instincts. You set the metrics, read the data, and act on it. You don't outsource that., A tenure pattern that suggests you finish what you start. Two-plus years at each of your most recent roles tells us a lot.
Nice to Have
You've built a CS function before., You like building more than inheriting., You're a real coach., You operate well without daily oversight., You're SaaS to the core, and adaptable., You're not allergic to cannabis.
What You'll Do.
Own retention and expansion outcomes (NRR
Build the forecasting discipline and account-health visibility.
Develop the CS playbook (account health scoring
voice-of-customer feedback loop).
Coach the CS Manager and develop the CSM team.
Set the bar for customer partnership.
Hire ahead of growth.
Manage Product Support.
Connect PS and CS for a unified customer experience.
Set the operating cadence with Sales
Define and run cross-functional handoffs.
Be present with strategic accounts.
Show the team what an executive-level customer partnership looks like.
How You'll Work.
Team & Collaboration
Partner closely with the Onboarding function lead.; Partner closely with the VP of Sales.; Report to the CEO.; Work most closely with the Chief of Staff and VP of Sales.; Set the operating cadence with Sales, Product, Onboarding, and Marketing.; Connect Product Support and Customer Success for one customer experience.
Full Job Description
A note from Kyle Sherman https://www.linkedin.com/in/kylesherman/, CEO: I started Flowhub because the people running dispensaries deserve the same caliber of software that big retailers take for granted, and because I believed compliance technology could be the thing that finally took cannabis from the margins to the mainstream. We've spent close to a decade earning that trust with operators. The next chapter is about scaling how we show up for them after the sale, and the person Will is hiring will own that. I'll be involved at the points that matter. The rest of the time, I want this leader running the function the way they know how. THE ROLE We're hiring a Head of Customer Success to own the outcome, not just the relationship. This is not a reactive support role. The leader in this seat is responsible for everything that happens after the deal closes (adoption, value realization, renewals, and expansion) and for the systems and team that make customers successful at scale. You'll inherit a Customer Success function that's in motion but still underbuilt. The team is in place and the manager has been seated for over a year, but the systems most CS functions take for granted (account health scoring, QBR cadence, churn save framework, expansion motion, voice-of-customer feedback into Product) haven't been built yet. Our CSMs are all less than a year in. Our 1,000+ retailers need more from us than we're currently set up to deliver. The leader in this seat builds the post-sales operating system from here. You'll also pick up management responsibility for our Product Support Manager. PS runs well today, so this is leadership oversight and connecting PS and CS as one customer experience, rather than day-to-day rebuilding. Onboarding sits under a separate function lead and remains separate, but you'll partner closely with that leader and with Royce Luque https://www.linkedin.com/in/royce-luque-5bb45553/, our VP of Sales, to ensure the full customer journey holds together.
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