[Hiring] Enterprise Customer Success Manager @Dutchie

Role Description

As an Enterprise Customer Success Manager, you will be the strategic architect behind the success of our highest-impact retail partners. You aren’t just a point of contact; you are a trusted advisor deeply embedded in the cannabis commerce ecosystem. You will bridge the gap between complex retail operations and our cutting-edge technology, ensuring our partners don't just use our platform—they dominate their market with it.

• 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.

Qualifications

• 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.

Requirements

• The Tech Stack: Proficiency with Salesforce, JIRA/Atlassian, and the Google/Microsoft productivity suites.
• Project Management: Formal experience or certification in project management is a significant plus.
• Retail Savvy: Prior experience in retail tech, e-commerce optimization, or the cannabis industry.
• The "White Glove" Mindset: A natural inclination toward high-touch service and a "whatever it takes" attitude to ensure customer delight.

Benefits

• We are targeting a starting salary of $94,000 - $140,000 based on the intended level for this role.
• Full medical benefits including dental and vision plans to ensure you always have the best care.
• Equity packages in the form of stock options to all employees.
• Technology (hardware, software, reading materials, etc.) allowance.
• Flexible vacation and sick days.