Customer Success Manager

Who We Are

CannaPlanners is a Burlington, VT-based creative design and WordPress development agency specializing in digital marketing, brand building and UX strategy for the emerging Cannabis Industry. Our clients consist of start-ups, adult and medical-use Cannabis dispensaries, e-commerce businesses, hemp farmers, CBD and Canna Brands, and B2B service providers. Over the years, we've helped businesses improve customer service, market their products and attract new customers.

Our mission is to normalize the emerging Cannabis Industry through beautiful design and professional web services. We’re proud of the work we do!

About the Job

Our growing client base needs support; both during and post-production. It’s important that we not only make sure projects are delivered on time and according to the scope-of-work, but that our clients “feel the love” once their project is live. We accomplish this through regular outreach (email, phone and maybe in person); ensuring the clients comfortability with their new brand/site/etc and are made aware of new services that might help them be more successful. You’ll be working with our clients and our team to answer questions, fix bugs and implement new website features for our growing list of clients.

We are looking for a people-first problem solver who thrives in structured environments. You enjoy building relationships, improving processes, and keeping projects organized. You're comfortable working in WordPress and can leverage tools like Monday.com and HubSpot to deliver a seamless client experience.

What You’ll Be Doing

• Serve as a primary point of contact for clients, ensuring they receive timely support, clear communication, and an exceptional overall experience.
• Partner with developers, designers, and marketers to scope, prioritize, and complete client requests.
• Utilize and maintain systems within Monday.com, HubSpot, and other internal tools to ensure projects, communications, and client records remain accurate and organized.
• Identify opportunities to improve workflows, documentation, and operational processes that help the team work more efficiently and consistently.
• Build and maintain internal and client-facing documentation, training materials, and knowledge resources.
• Proactively identify opportunities for clients to benefit from additional services, website enhancements, or marketing initiatives, and collaborate with the sales team when appropriate.
• Monitor client satisfaction and engagement, helping ensure long-term retention and success.
• Act as the voice of the customer by communicating feedback, recurring challenges, and opportunities for improvement to the broader team.

You Are

• A relationship builder who genuinely enjoys helping clients succeed and creating positive customer experiences.
• Organized, detail-oriented, and comfortable managing multiple priorities without letting things fall through the cracks.
• Systems-minded and process-oriented, with the ability to follow, maintain, and improve workflows over time.
• Autonomous and adaptable, able to navigate changing priorities while maintaining a high level of accountability.
• Comfortable educating clients and guiding them through WordPress, digital marketing tools, and website best practices.
• A strong communicator who can translate technical concepts into clear, actionable recommendations.
• Collaborative and team-oriented, working effectively across sales, design, development, and marketing teams.
• Curious, resourceful, and eager to continuously learn new tools, technologies, and industry trends.
• Passionate about helping people and excited to contribute to the growth of the cannabis industry.

Required Skills

• Excellent written and verbal communication skills. As a distributed team, clear, professional, and proactive communication is essential.
• Strong organizational and time management skills, with the ability to manage multiple client relationships, projects, and priorities simultaneously.
• Experience working within CRM and project management platforms such as HubSpot, Monday.com, or similar systems.
• A self-motivated work ethic with the ability to take ownership of tasks, solve problems independently, and follow through to completion.
• A systems-oriented mindset with an interest in improving processes, documentation, and operational efficiency.
• Curiosity and a desire to learn. Technology, digital marketing, and WordPress are constantly evolving, and successful team members stay adaptable and continue developing their skills.
• Strong WordPress experience, including managing website content, troubleshooting issues, working with plugins, and understanding common website integrations.
• Technical aptitude and troubleshooting skills, including the ability to investigate issues, identify root causes, document findings, and collaborate effectively with developers on more complex solutions.
• Experience supporting websites, digital marketing initiatives, e-commerce platforms, or client-facing technology solutions.

Useful Skills to Have

• Experience working in a customer-facing role, including client success, account management, support, onboarding, or training.
• Experience working within project management and CRM platforms such as Monday.com, HubSpot, Asana, ClickUp, or similar tools.
• Familiarity with digital marketing concepts including SEO, email marketing, lead generation, conversion optimization, and website analytics.
• Experience using marketing and reporting tools such as HubSpot, Google Analytics, Google Search Console, or similar platforms.
• Strong troubleshooting and problem-solving skills, with the ability to break down complex issues into actionable next steps.
• A solid understanding of web technologies including HTML, CSS, JavaScript, APIs, DNS, web hosting, and website integrations.
• Experience supporting WordPress websites, e-commerce platforms, or other content management systems.
• Experience working within an agency environment or managing multiple client accounts simultaneously.
• Familiarity with the cannabis industry, highly regulated industries, or emerging markets.