Customer Success Manager

About Dutchie

Founded in 2017, Dutchie is a leading technology platform that supports dispensary operations and facilitates safe, easy access to cannabis. Operating across over 40 markets in the US and Canada, Dutchie drives positive societal impact through wellness, social justice, and empowerment of communities via tax revenue. The company has secured more than $600 million in funding from prominent investors and has been recognized among Fast Company's 10 Most Innovative Companies and LinkedIn’s Top 50 Startups consecutively.

Role Overview

As a Small and Medium Business (SMB) Customer Success Manager at Dutchie, you will integrate within a pod alongside Account Managers to ensure the success and satisfaction of dispensary clients. Your primary responsibility will be managing account health and mitigating churn risks by early identification and intervention, creating retention strategies, and supporting a seamless renewal process. While Account Managers handle commercial relationships and sales expansions, you will take ownership of customer health through proactive coordination with internal teams including Support, Implementation, Solutions, Engineering, and Product.

Key Responsibilities

• Collaborate closely with Account Managers within a pod model to strategize and prioritize customer health and churn lifecycle management.
• Maintain visibility on accounts approaching their 90-day renewal period, identifying and addressing at-risk customers with preventative plans to facilitate smooth renewals.
• Manage churn risk through comprehensive triage, mitigation, and resolution, engaging cross-functional teams to eliminate obstacles.
• Continuously monitor indicators such as engagement metrics, product utilization, and billing signals to anticipate and prevent escalations.
• Aggregate and communicate customer feedback, outstanding requests, and critical issues by liaising among Product, Support, Sales, Solutions, and Implementation departments.
• Serve as a strategic partner to customers by providing insights, recommending best practices, and identifying alternative solutions including new features and early access programs.
• Participate in refining internal processes and contribute to pod-level team initiatives.
• Achieve or exceed key performance indicators including rapid customer responses, consistent quarterly engagement, and net revenue retention at the pod level.

Qualifications and Skills

• 3 to 5 years experience in Customer Success, Account Management, or similar roles within SaaS or technology sectors preferred.
• Proven track record in managing churn risk with active retention successes rather than just risk identification.
• Ability to thrive in a shared accountability environment, collaborating effectively in team settings while developing independence in commercial areas.
• Strong analytical and technical problem-solving capabilities to independently find solutions.
• Exceptional communication, organizational, and multitasking skills to manage multiple risk scenarios simultaneously.
• Experience working cross-functionally with teams such as Product, Support, Sales, and Implementation.
• A proactive mindset with ownership and dedication to continuous process enhancement.
• Familiarity with the cannabis industry is beneficial though not mandatory.

Compensation and Benefits

The role offers a targeted starting salary range of $55,000 to $75,000 depending on the level of experience and fit.

• Comprehensive medical benefits including dental and vision coverage.
• Equity compensation through stock options provided to all employees.
• Allowance for technology needs such as hardware, software, and educational resources.
• Flexible vacation policies and paid sick leave.

Equal Opportunity Statement

Dutchie is committed to fostering a diverse and inclusive workplace. Employment opportunities are provided regardless of race, color, religion, gender identity, sexual orientation, pregnancy status, age, nationality, disability, veteran status, or any other legally protected characteristic. The company values diversity as a core contributor to its success and actively seeks to attract and retain diverse talent.