Director of Customer Success

Director of Customer Success

About the Role

We're seeking a client-focused leader to own the complete customer journey and drive exceptional outcomes for our retail portfolio. Reporting directly to the CEO, you'll oversee everything from PCA's role in store openings to supporting our client's ongoing operations, while building relationships, systems, and training programs that support and emphasize operational excellence. You'll be the voice of the customer internally and PCA's trusted advisor externally.

About PCA

Platform Cannabis Advisors (PCA) is a New York–based cannabis retail advisory and financing platform focused on helping independent dispensary operators launch, scale, and sustain compliant, high-performing businesses. We bridge the gap between licensure and operational execution, partnering with entrepreneurs to provide the infrastructure, capital access, and domain expertise required to navigate an increasingly complex cannabis landscape.

Our model is grounded in the belief that independent retailers deserve institutional-grade support without compromising the character and authenticity that define their businesses. PCA enables operators to retain full brand independence while benefiting from centralized capabilities across retail operations, finance, and regulatory compliance. We are mission-driven in our commitment to advancing equity, sustainability, and community engagement within the legal cannabis industry—supporting the development of inclusive markets and enduring, neighborhood-rooted businesses.

The Opportunity

We’re at an inflection point. PCA supports eight operational independent retail dispensaries across New York, including seven in New York City. We are on pace to double store count in the coming months across New York. Our clients don't need service providers—they need partners who understand retail operations, can solve complex problems, and help them thrive in competitive local markets. This dynamic role combines strategic advisory, hands-on execution, cross-functional collaboration, and relationship management to ensure every client achieves their goals and becomes a long-term partner.

What You'll Do

Lead Client Success and Service Delivery

• Execute seamless end-to-end onboarding and launch experiences for new stores, including systems implementation, operational setup, and employee onboarding assistance
• Serve as the primary strategic partner for select accounts, including supporting high‑priority programs
• Manage customer support infrastructure including ticket response systems and store-level issue triage
• Identify operational and data gaps across clients and partner cross‑functionally to improve systems for project management, compliance, accounting, bookkeeping, support, reporting, and communication workflows

Support Client Operational Excellence

• Serve as trusted advisor to help clients advance ongoing retail operations strategy, innovation opportunities, competitive market analysis, and performance optimization
• Offer clients guidance and feedback on alignment of menu, partnerships, promotions, and merchandising with their business goals, performance, and market opportunities
• Improve client performance by assisting with operational issues and driving measurable gains, such as increased revenue, higher customer retention, optimized inventory levels, smoother operational performance, and reduced support volume
• Build community, brand, and vendor relationships to drive customer traffic, cost savings, and stronger service delivery for clients

Build Training and Talent Development Programs

• Own workforce development end‑to‑end, including tech stack-specific, compliance, and operational SOPs and handbook updates, role‑specific onboarding guides, employee evaluation frameworks, and multi‑session training and office hours cohorts for owners, managers and staff
• Produce engaging training and instructional content (live sessions, recorded modules, documentation) for cataloguing and repeated use
• Implement and oversee onboarding and training curriculum for staff, supervisors, and store managers
• Coach clients and their leadership teams on retail skills and staff training techniques

What We're Looking For

• 5+ years in retail management, retail operations, legal cannabis retail, or customer success leadership with demonstrated capacity for increasing responsibilities and customer, employee, and supervisor-facing experience, ideally in the cannabis or multi-unit retail space. We encourages candidates with other prior, relevant experience to apply
• Deep retail or multi-unit operations background with expertise in inventory, merchandising, and store operations
• Proven track record managing client portfolios and implementing strategies that drive customer retention, expansion, and growth
• Ability to balance strategic thinking with hands-on, roll-up-your-sleeves execution
• Experience building and executing training programs at scale
• Excellent negotiation skills and vendor relationship management
• Natural coach and advisor who thrives on helping others succeed
• Strong and clear communication skills with ability to influence and build trust quickly
• Voices an opinion and makes creative suggestions
• Team player
• Takes responsibility and follows through on commitments/decisions made
• Good record for hiring and retaining quality staff
• Open to criticism and feedback - wants to learn and constantly improve
• Passion for supporting independent businesses and advancing equity in the cannabis industry

Compensation & Benefits

• Base Salary: $80,000 - $120,000 annually based on experience
• Additional compensation: Performance bonuses tied to individual store-revenue and growth metrics
• Benefits package: Healthcare reimbursement, PTO
• Location: New York. This is a hybrid role. Work is remote and on-site at client stores, as needed.
• Travel: 20% - 30% of time
• Reports to CEO

Platform Cannabis Advisors is an equal opportunity employer committed to fostering a diverse, inclusive, and equitable workplace.

Job Type: Full-time

Pay: $80,000.00 - $120,000.00 per year

Work Location: On the road