Job Description
Full job description
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 ******** Advisors (PCA) is a New York–based ******** 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 ******** 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 ******** 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 ******** retail, or customer success leadership with demonstrated capacity for increasing responsibilities and customer, employee, and supervisor-facing experience, ideally in the ******** 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 ******** 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 ******** 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
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 ******** Advisors (PCA) is a New York–based ******** 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 ******** 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 ******** 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 ******** retail, or customer success leadership with demonstrated capacity for increasing responsibilities and customer, employee, and supervisor-facing experience, ideally in the ******** 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 ******** 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 ******** 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
💡 Quick Summary
Seeking a career-building opportunity? The Director of Customer Success position is now open for candidates interested in the Retail & Wholesale sector. This role in New York City offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Retail & Wholesale is a plus.
