Senior Manager, Enterprise Customer Success

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

• Coach and mentor a team of high-touch Enterprise Customer Success Managers
• Replicate best practices and turn them into standardized playbooks for the organization
• Train the team in executive-level deck building and data-driven storytelling
• Build, implement, and refine scalable customer success processes and workflows
• Establish and enforce a rigorous Quarterly Business Review (QBR) framework
• Define and monitor customer health metrics and leading indicators of churn
• Drive account mapping and proactive risk mitigation protocols
• Partner with Sales leadership to identify expansion and cross-sell opportunities
• Synthesize enterprise trends and product feedback 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 track record of designing and driving adoption of internal operational processes
• Experience establishing customer health scoring systems and using data analytics
• Experience managing and growing a multi-million dollar ARR book of business
• Exceptional written and verbal communication skills
• Strong background in renewal management and commercial negotiations

Preferred Qualifications

• Proficiency with Salesforce, Gainsight, Totango, ChurnZero, or JIRA
• Prior management experience in retail tech, e-commerce, or cannabis commerce
• Dedication to high-touch, premium "white glove" service

Benefits

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