Enterprise Customer Success Manager
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AI Summary
About Dutchie
Founded in 2017, Dutchie is a comprehensive technology platform powering dispensary operations, while providing consumers with safe and easy access to cannabis. Dutchie aims to further support the positive societal change the cannabis industry brings to the world through wellness benefits, social justice, and empowering local communities through tax revenue. Powering thousands of dispensaries across 40+ markets throughout the United States and Canada, Dutchie is the leading technology company in the cannabis space and was named in Fast Company’s 10 Most Innovative Companies in North America and listed two years in a row on LinkedIn’s Top 50 Startups.
Dutchie has raised over $600M in funding to date, backed by D1 Capital Partners, Tiger Global, Dragoneer, DFJ Growth, Thrive Capital, Howard Schultz, Snoop Dogg’s Casa Verde Capital, Gron Ventures, members of the founding team at DoorDash, Kevin Durant’s Thirty Five Ventures, and other notable angel investors.
About This Job
As an Enterprise Customer Success Manager, you will be the strategic architect behind the success of our highest-impact retail partners. You aren’t just a point of contact; you are a trusted advisor deeply embedded in the cannabis commerce ecosystem. You will bridge the gap between complex retail operations and our cutting-edge technology, ensuring our partners don't just use our platform—they dominate their market with it.
What You'll Do...
- Strategic Account Ownership: Drive long-term adoption and revenue growth for a portfolio of enterprise-level dispensaries, crafting engagement strategies that align with their specific business goals.
- Operational Consultation: Leverage a deep understanding of dispensary workflows to provide high-level recommendations, optimizing the platform to solve complex logistical and retail challenges.
- Revenue & Expansion Management: Proactively identify and execute account expansion and cross-sell opportunities across the full suite of our technologies to maximize partner ROI.
- Product Advocacy & Feedback Loop: Serve as the "Voice of the Customer" by synthesizing feedback into actionable trends for our Product and UX teams, directly influencing the future of our software.
- Executive Business Reviews: Conduct high-impact Quarterly Business Reviews (QBRs) using data-driven insights to demonstrate value, identify growth levers, and address performance gaps.
- Risk Mitigation: Consistently assess account health metrics to proactively identify churn risks and implement "save" strategies before challenges escalate.
- Cross-Functional Collaboration: Partner with Implementations to ensure seamless onboarding and work with internal teams to continuously refine our customer-facing processes.
- Marketing & Conversion Strategy: Consult with partners on web presence optimization, promotional strategies, and marketing best practices to drive maximum consumer conversion.
What You Bring...
- 5–8 years in Customer Success, Account Management, or Strategic Consulting within the B2B SaaS space.
- Proven track record of managing an ARR book of business exceeding $500,000.
- Experience navigating complex, multi-stakeholder enterprise environments.
- Strategic Salesmanship: Ability to speak with conviction and passion, effectively persuading C-suite executives of the value of new features and services.
- Operational Agility: A quick learner who can master new platforms and navigate the nuances of a rapidly evolving, highly regulated industry.
- Diplomacy & Poise: Exceptional conflict-resolution skills with the ability to remain calm and professional under pressure.
- Analytical Mindset: Comfortable using data to tell a story and drive consultative recommendations.
- Hyper-Organization: Mastery of multi-tasking; able to manage numerous high-priority projects without losing sight of the details.
It’s a Bonus if You…
- The Tech Stack: Proficiency with Salesforce, JIRA/Atlassian, and the Google/Microsoft productivity suites.
- Project Management: Formal experience or certification in project management is a significant plus.
- Retail Savvy: Prior experience in retail tech, e-commerce optimization, or the cannabis industry.
- The "White Glove" Mindset: A natural inclination toward high-touch service and a "whatever it takes" attitude to ensure customer delight.
You’ll Get…
We are targeting a starting salary of $94,000 - $140,000 based on the intended level for this role.
In addition to cash compensation, our total rewards package includes:
- Full medical benefits including dental and vision plans to ensure you always have the best care.
- Equity packages in the form of stock options to all employees.
- Technology (hardware, software, reading materials, etc..) allowance
- Flexible vacation and sick days
At Dutchie, we’re committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Dutchie believes that diversity and inclusion among our teammates is critical to our success, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.
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