Customer Success Manager; CSM – Frontier Region

Region:
Pacific Territory & Mountain Plains Territories

See Territory Map on About Page

If you understand the difference between a sales hunter and a sales farmer
, you’re in the right place.

If you prefer building relationships, growing accounts, and turning customers into long-term partners—keep reading.

This is not a cold-calling, walk-in-the-door role.

This is where relationships turn into revenue—and where consistency creates growth.

The Customer Success Manager (CSM) is responsible for managing, nurturing, and growing existing retail accounts for Don Abram Harris Cigars.

You will be the primary point of contact for your accounts—ensuring they stay engaged, continue ordering, and succeed with our products.

At the same time, you will help fuel future growth by identifying and developing new opportunities within your assigned territories.

If the MDM opens the door… you make sure it stays open—and expands.

• Managing a portfolio of active retail accounts
• Conducting regular check-ins via phone, email, and virtual meetings
• Driving reorders and identifying upsell opportunities
• Helping retailers understand what sells, what moves, and why
• Supporting merchandising and in-store strategy (remotely and occasionally in person)
• Coordinating promotions, events, and product launches
• Tracking all account activity in CRM

Pipeline & Lead Development:

• Researching and identifying potential new retail accounts within assigned territories
• Building and maintaining a pipeline of qualified leads
• Entering and organizing leads in CRM for Market Development Managers
• Supporting MDMs by helping qualify and develop new opportunities

• High account retention rates
• Increased reorder frequency
• Growth in average order size
• Strong, consistent retailer engagement
• A steady flow of qualified leads for Market Development Managers
• Accounts that don’t just carry the product—but actively sell it

Days 1–7

• Learn the product line, brand story, and positioning
• Get familiar with assigned accounts and CRM system
• Begin observing and participating in account interactions

Days 8–30

• Take ownership of assigned accounts
• Begin regular outreach and relationship-building
• Start driving reorders and identifying opportunities

Days 31–90

• Establish consistent communication rhythms with accounts
• Identify growth opportunities within each account
• Contribute to pipeline development through lead research and qualification
• Improve performance metrics across your portfolio

• Monthly one-on-one meetings with sales leadership (in-person or virtual)
• Ongoing coaching focused on account growth, communication, and performance
• Collaboration with MDMs to ensure strong account transitions and continued development

• Relationship-driven—you build trust quickly and maintain it
• Confident in conversation—you can guide discussions without being pushy
• Proactive—you don’t wait for accounts to go quiet before reaching out
• Organized—you can manage multiple accounts and priorities effectively
• Strategic—you look for ways to grow accounts, not just maintain them
• Goal-oriented—you understand that growth and retention are measurable outcomes
• Humble and coachable, but confident in your ability to lead conversations
• Invested in your craft—you actively improve your communication and sales skills

• Primarily remote / hybrid work environment
• Consistent communication with accounts via phone, email, and virtual meetings
• Periodic in-person meetings at corporate or regional offices
• Occasional travel for events, team meetings, or account support

This role supports multiple territories and works closely with Market Development Managers assigned to those regions.

You will be responsible for supporting account growth and contributing to pipeline development across your assigned territories.

• Company-issued phone
• Company-issued computer (laptop or tablet with keyboard)
• CRM and account management tools
• Training on product, positioning, and account strategy
• Ongoing leadership support and coaching

Your role is to build relationships, drive reorders, and create…