Lumino
Customer Success Manager - Medical Cannabis Industry
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Customer Success Manager
Medical Cannabis Industry
One day a week required in the Wiltshire office
Company Overview
Our client is a leading Medical Cannabis production company based in Wiltshire, England, dedicated to providing high-quality medical cannabis to enhance the well-being of individuals and meet the growing demand in the UK. They are one of the few companies in the UK with a license to grow high-THC Medical Cannabis and were the first company to successfully produce commercial medical cannabis for UK Medical Cannabis patients within the private healthcare market.
They were first established in 2020 and currently have over 30 members of staff. As well as having their own brand in the market, they also produce white label products for other brands.
As the company began generating commercial revenue, they hired their first Customer Success Manager to build the function from the ground up. Over the past two years, the team has established strong systems and processes while continuing to grow their customer base. Due to this continued success, they are now looking to hire a second Customer Success Manager to join the team and to help support an expanding portfolio of customers and accounts.
Role Overview
As the company continues to grow its commercial operations and customer base, they are looking to add a second Customer Success Manager to the team. This role will act as the primary point of contact for a portfolio of customers, ensuring they receive an exceptional level of service, communication and support throughout the customer journey.
Working closely with Commercial, Production, Supply Chain and Operations, you will play a key role in coordinating customer orders, providing stock and production updates, managing expectations, and ensuring customers always have accurate and timely information. Alongside managing day-to-day customer relationships, you will identify opportunities to further develop existing accounts while ensuring every customer receives a proactive, responsive and professional experience.
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As a fast-growing business operating in an evolving industry, we're looking for someone who is organised, adaptable and comfortable working across multiple areas of the business. A proactive mindset, excellent attention to detail and a genuine passion for customer success are essential.
This role offers genuine long-term progression. Initially, your focus will be on sales operations and customer success, building a deep understanding of the products, customers and industry. As your experience grows, you will naturally become more involved in the commercial side of the business, taking on greater responsibility.
Responsibilities
- Act as the primary point of contact for an allocated portfolio of customers, including clinics, pharmacies and wholesalers.
- Build strong, long-term relationships through proactive communication and exceptional customer service.
- Coordinate customer orders from initial enquiry through to fulfilment, ensuring a smooth customer experience.
- Work closely with Production, Supply Chain, Quality and Commercial teams to stay informed on stock availability, production schedules and product launches.
- Provide customers with accurate updates on stock levels, expected availability and delivery timelines.
- Manage customer queries, resolving issues quickly while ensuring customers remain informed throughout the process.
- Maintain accurate records of customer interactions, orders and account activity within internal systems.
- Monitor customer demand and communicate forecasting information internally to support planning and inventory management.
- Identify opportunities to strengthen existing customer relationships and support account growth where appropriate, whilst ensuring you are building strong relationships.
- Work cross-functionally to ensure customer feedback is shared internally and contributes to continuous improvement.
- Support customer education by providing product information and updates where required.
- Continuously look for ways to improve internal processes and enhance the overall customer experience.
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Qualifications
- At least 2 years of experience in a Account Manager / Customer Success / Sales role.
- The client is open to a variety of backgrounds, but the ideal would be in FMCG/ Consumer Goods / Consumer Healthcare / Healthcare / OTC Pharmaceuticals / Biotech / Medical Devices / Supplements./ product based business / regulated markets.
- Presentable, capable of dealing with a wide range of people.
- Articulate and well-accustomed to a client-facing role – you should be extremely comfortable to talk with clients and customers and enjoy building relationships.
- IT literate and proficient with MS Office, including basic excel.
- Possession of a valid driving license is a must and having a car would be a bonus.
- Experience/knowledge in the cannabis industry is a bonus but not mandatory.
- Ability to speak German or French would also be a bonus.
Compensation & Benefits
- £35k - £45k base salary depending on experience.
- Performance-based bonus (Achieving KPIs, Revenue targets etc).
- 4 days working from home and only one day in the office required.
- 30 days holiday.
Applying
If this role sounds interesting and you would like more information, then please just apply through this site or email me at aj.mishra@luminorecruit.com. Referral fees are available.
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