Implementation Manager

About This Job

This role owns team performance against key metrics — go-lives, CSAT, and time to go-live — while building the processes and structure needed to support a fast-growing function. Grounded in Dutchie's core value that "it's all about the customer," you will manage day-to-day coaching and performance for Implementation Strategists, support clients directly through their onboarding journey, and partner seamlessly across Sales, Support, Customer Success, and Product to deliver a best-in-class SaaS experience for cannabis operators.

What You'll Do…

• Manage, coach, and inspire a team of Implementation Strategists, fostering a "We, not I" team mindset to drive collective success and professional growth
• Focus on outcomes and get there fast by taking full ownership of team metrics, including go-lives, CSAT, and time to go-live
• Champion our customer-first mindset ("it's all about the customer") by supporting clients directly during implementation to deliver a smooth, high-impact onboarding experience
• Assign accounts and manage bandwidth across the team to balance workload and client needs
• Utilize first-principles thinking to continuously refine processes and procedures, increasing operational efficiency across the implementation function
• Partner with Sales, Support, Customer Success, and Product teams to strengthen the end-to-end client lifecycle
• Contribute to shaping and scaling the Implementation team as it grows, including developing and executing strategic initiatives
• Be held accountable to company-aligned goals tied to measurable implementation outcomes

What You Bring

• Proven experience managing large teams toward volume-based metrics
• Deep hands-on experience retail platforms
• Retail cannabis experience preferred 
• Strong client-facing skills, with the ability to build trust and manage client relationships
• Effective leadership with a track record of building, inspiring, and motivating teams
• Ability to communicate directly, with empathy, building trust and maintaining open, respectful lines of feedback across internal teams and clients
• Analytical, structured, and first-principles thinking, with a relentless process-improvement mindset aimed at achieving key outcomes quickly

You’ll Get…

We are targeting a starting salary of $98,000 - $115,000 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