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Enterprise Customer Success Manager

3 weeks, 2 days ago
United States, Canada
Full-time
Senior
Customer Success Manager
Customer and Technical Support
JIRA Salesforce
Apply Now
Dutchie

Dutchie

Dutchie is the premier technology partner for cannabis retailers, providing a unified platform for seamless online ordering, pickup, and delivery services.

Specialty Retail
251-1K
Founded 2017
$603M raised
View All Jobs 7

Description

  • Own a portfolio of enterprise dispensary accounts and drive long-term adoption and revenue growth.
  • Develop account engagement strategies aligned with each partner’s business goals.
  • Provide operational consultation to optimize dispensary workflows and solve complex retail challenges.
  • Identify and execute expansion and cross-sell opportunities across Dutchie’s technology suite.
  • Act as the voice of the customer by translating feedback into actionable input for Product and UX teams.
  • Conduct Quarterly Business Reviews using data-driven insights to show value, surface growth opportunities, and address performance gaps.
  • Monitor account health metrics and implement churn-prevention and save strategies.
  • Partner with Implementations and internal teams to support seamless onboarding and improve customer-facing processes.
  • Advise partners on web presence, promotional strategy, and marketing best practices to improve conversion.

Requirements

  • 5–8 years of experience in Customer Success, Account Management, or Strategic Consulting within B2B SaaS.
  • Proven experience managing an ARR book of business exceeding $500,000.
  • Experience working in complex, multi-stakeholder enterprise environments.
  • Ability to influence and communicate with conviction, including persuading C-suite executives.
  • Ability to quickly learn new platforms and work in a rapidly evolving, highly regulated industry.
  • Strong conflict-resolution skills and the ability to remain calm and professional under pressure.
  • Comfort using data to build recommendations and tell a story.
  • Highly organized with the ability to manage multiple high-priority projects at once.
  • Proficiency with Salesforce, JIRA/Atlassian, and Google or Microsoft productivity suites is preferred.
  • Formal project management experience or certification is a plus.
  • Prior experience in retail tech, e-commerce optimization, or the cannabis industry is preferred.
  • A strong high-touch, customer-first service mindset is preferred.

Benefits

  • Starting salary of $94,000 to $140,000, depending on level.
  • Full medical, dental, and vision coverage.
  • Equity in the form of stock options for all employees.
  • Technology allowance for hardware, software, reading materials, and related tools.
  • Flexible vacation and sick days.

Interested in this position?

Apply directly on the company website

Apply Now

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