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Senior Manager, Enterprise Customer Success

2 months ago
United States, Canada
Full-time
Lead
Customer Success Manager
Customer and Technical Support
JIRA Salesforce UX Design
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 4

Description

  • Lead, coach, and mentor a team of Enterprise Customer Success Managers.
  • Replicate top-performing CSM best practices into standardized team playbooks.
  • Train the team on executive-level deck building and data-driven storytelling.
  • Develop the team’s strategic selling, executive presence, and enterprise relationship skills.
  • Build and continuously improve scalable customer success processes and workflows.
  • Establish and enforce a Quarterly Business Review (QBR) operating cadence.
  • Define and monitor customer health metrics and early churn indicators.
  • Drive account mapping, relationship management, and proactive churn risk mitigation.
  • Partner with Sales on handoffs, account expansion, and cross-sell opportunities.
  • Synthesize enterprise customer feedback into actionable insights for Product and UX teams.

Requirements

  • 8+ years of experience in B2B SaaS Customer Success, Account Management, or Strategic Consulting.
  • 3+ years of direct people management experience leading enterprise-level CS teams.
  • Proven experience designing, launching, and enforcing internal operational processes and team playbooks.
  • Demonstrated success building customer health scoring systems and using data analytics to forecast and prevent churn.
  • Proven track record of managing and growing a multi-million dollar ARR book of business.
  • Strong skills in multi-tasking, project management, and execution in fast-paced environments.
  • Deep understanding of enterprise account mapping, multi-stakeholder navigation, and C-suite alignment.
  • Exceptional written and verbal communication skills.
  • Background in renewal management, commercial negotiations, and expansion revenue.
  • Advanced proficiency with Salesforce, Gainsight/Totango/ChurnZero, JIRA/Atlassian, and Google Workspace or Microsoft 365 (preferred).
  • Prior management experience in retail tech, e-commerce optimization, or cannabis commerce (preferred).

Benefits

  • Starting salary of $111,000 - $150,000.
  • Full medical benefits including dental and vision coverage.
  • Equity package in the form of stock options.
  • Technology allowance for hardware, software, and reading materials.
  • Flexible vacation and sick days.

Interested in this position?

Apply directly on the company website

Apply Now

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