[Hiring] Senior Manager, Enterprise Customer Success @Dutchie

Role Description

As the Senior Manager of Enterprise Customer Success, you will lead, mentor, and scale a high-performing team of Enterprise Customer Success Managers (CSMs) dedicated to our highest-impact retail and cannabis commerce partners. Your mission is to level up our enterprise CS function.

• Build, implement, and standardize scalable customer journeys.
• Establish a rigorous Quarterly Business Review (QBR) operating cadence.
• Empower your team to turn complex retail operations into thriving, high-revenue accounts.
• Codify excellence by replicating best practices across the entire team.

What You'll Do…

Team Leadership & Performance Elevation

• Coach & Mentor: Manage and upscale a team of high-touch Enterprise CSMs.
• Replicate Best Practices: Identify strategies, playbooks, and behaviors of top-performing CSMs.
• Deck Building & Storytelling: Train the team in executive-level deck building using data to tell compelling stories.
• Skill Development: Elevate the team’s capabilities in strategic selling and navigating complex environments.

Process Design & Operational Excellence

• Process Architecture: Build and refine scalable, consistent CS processes.
• QBR Operating Cadence: Establish a high-impact Quarterly Business Review framework.
• Account Health & Leading Indicators: Define and monitor comprehensive customer health metrics.
• Account Mapping & Risk Mitigation: Drive account mapping and relationship management.

Cross-Functional Collaboration & Commercial Alignment

• Sales & CS Partnership: Ensure seamless handoffs and coordinated account mapping.
• Revenue & Expansion: Partner with Sales leadership to track and execute account expansion opportunities.
• Product Feedback Loop: Synthesize enterprise trends and product feedback for actionable insights.

Qualifications

• 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 new operational processes.
• Demonstrated success in establishing customer health scoring systems.
• Proven track record of managing and growing a multi-million dollar ARR book of business.

Requirements

• Hyper-Organization & Execution: Master of multi-tasking and project management.
• Strategic Relationship Management: Understanding of enterprise account mapping and multi-stakeholder navigation.
• Master Communicator: Exceptional written and verbal communication skills.
• Commercial Acumen: Strong background in renewal management and commercial negotiations.

Benefits

• Starting salary of $111,000 - $150,000 based on the intended level for this role.
• Full medical benefits including dental and vision plans.
• Equity packages in the form of stock options.
• Technology allowance for hardware, software, and reading materials.
• Flexible vacation and sick days.