Customer Success Manager

About the Company

Founded in 2017, Dutchie is a comprehensive technology platform powering dispensary operations, while providing consumers with safe and easy access to cannabis. Dutchie is the leading technology company in the cannabis space, supporting thousands of dispensaries across 40+ markets throughout the United States and Canada.

Responsibilities

• Operate as part of an Account Team pod, partnering with Account Managers on account strategy and customer health
• Own the renewal runway by monitoring accounts in the 90-day window and flagging at-risk accounts
• Manage churn risk end to end, including triage, mitigation strategy, and resolution
• Proactively monitor account health signals such as engagement, product usage, and billing indicators
• Coordinate across Product, Support, Sales, Solutions, and Implementation to resolve customer feedback and high-priority issues
• Act as a strategic resource for customers by guiding best practices and finding alternative solutions
• Meet or exceed team KPIs including same-day response and net revenue retention

Requirements

• 3–5 years of experience in Customer Success, Account Management, or a related client-facing role
• SaaS or technology industry experience preferred
• Proven experience managing churn risk and retention motions
• Strong technical aptitude and problem-solving skills
• Excellent communication, organizational, and prioritization abilities
• Experience collaborating with cross-functional teams

Preferred Qualifications

• Knowledge of the cannabis industry

Benefits

• Full medical benefits, including dental and vision plans
• Equity packages in the form of stock options
• Technology allowance for hardware and software
• Flexible vacation and sick days