Enterprise Customer Success Manager

Dutchie is a technology platform powering dispensary operations and providing consumers with access to cannabis. As an Enterprise Customer Success Manager, you will be responsible for driving adoption and revenue growth for enterprise-level dispensaries by acting as a trusted advisor and optimizing their use of the platform.

Responsibilities:

• Strategic Account Ownership: Drive long-term adoption and revenue growth for a portfolio of enterprise-level dispensaries, crafting engagement strategies that align with their specific business goals
• Operational Consultation: Leverage a deep understanding of dispensary workflows to provide high-level recommendations, optimizing the platform to solve complex logistical and retail challenges
• Revenue & Expansion Management: Proactively identify and execute account expansion and cross-sell opportunities across the full suite of our technologies to maximize partner ROI
• Product Advocacy & Feedback Loop: Serve as the "Voice of the Customer" by synthesizing feedback into actionable trends for our Product and UX teams, directly influencing the future of our software
• Executive Business Reviews: Conduct high-impact Quarterly Business Reviews (QBRs) using data-driven insights to demonstrate value, identify growth levers, and address performance gaps
• Risk Mitigation: Consistently assess account health metrics to proactively identify churn risks and implement "save" strategies before challenges escalate
• Cross-Functional Collaboration: Partner with Implementations to ensure seamless onboarding and work with internal teams to continuously refine our customer-facing processes
• Marketing & Conversion Strategy: Consult with partners on web presence optimization, promotional strategies, and marketing best practices to drive maximum consumer conversion

Requirements:

• 5–8 years in Customer Success, Account Management, or Strategic Consulting within the B2B SaaS space
• Proven track record of managing an ARR book of business exceeding $500,000
• Experience navigating complex, multi-stakeholder enterprise environments
• Strategic Salesmanship: Ability to speak with conviction and passion, effectively persuading C-suite executives of the value of new features and services
• Operational Agility: A quick learner who can master new platforms and navigate the nuances of a rapidly evolving, highly regulated industry
• Diplomacy & Poise: Exceptional conflict-resolution skills with the ability to remain calm and professional under pressure
• Analytical Mindset: Comfortable using data to tell a story and drive consultative recommendations
• Hyper-Organization: Mastery of multi-tasking; able to manage numerous high-priority projects without losing sight of the details
• Proficiency with Salesforce, JIRA/Atlassian, and the Google/Microsoft productivity suites
• Formal experience or certification in project management is a significant plus
• Prior experience in retail tech, e-commerce optimization, or the cannabis industry
• A natural inclination toward high-touch service and a 'whatever it takes' attitude to ensure customer delight