[Remote] Enterprise Customer Success Manager
Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
Benefits
- 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
Company Overview