Customer Success Manager

🕒 Julho 30

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Dutchie

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

💼 Consultoria

🛡️ Seguros

📦 Logística

Consulting • Insurance • Logistics

A Dutchie é uma plataforma líder em tecnologia para o mercado de cannabis na América do Norte, oferecendo um conjunto abrangente de soluções para dispensários de cannabis. A empresa disponibiliza ferramentas como sistemas de ponto de venda (POS) para dispensários, soluções de e-commerce, programas de marketing e fidelidade, integração de pagamentos, gerenciamento de entregas e gerenciamento de estoque. A plataforma da Dutchie é projetada para melhorar a experiência de compra de cannabis através de recursos como capacidades de SEO, marketing personalizado, e-commerce modernizado e ferramentas robustas de conformidade para atender às rigorosas exigências regulatórias. Com integrações a mais de 100 parceiros de tecnologia, a Dutchie apoia operações contínuas para varejistas, cultivadores e marcas de qualquer tamanho, processando mais de $22 bilhões em volume anual de transações e facilitando 1 milhão de transações diárias. A Dutchie está comprometida com a inovação, a privacidade de dados e o empoderamento das empresas de cannabis com tecnologia confiável, fácil de usar e escalável.

Descrição

• Operate as part of an Account Team pod, partnering closely with Account Managers on account strategy — you own customer health and the churn lifecycle; they own renewals and commercial growth. • Own the renewal runway: monitor accounts in the 90-day renewal window, flag at-risk accounts early, and have save plans in motion so Account Managers enter renewal conversations with no surprises. • Manage churn risk end to end — triage, mitigation strategy, and resolution — partnering cross-functionally to remove blockers. • Proactively monitor account health signals (engagement, product usage, billing indicators) and act on them before they become escalations. • Pull context together across Product, Support, Sales, Solutions, and Implementation so customer feedback, open requests, and high-priority issues never go unanswered. • Act as a strategic resource for customers — sourcing answers, guiding best practices, and finding paths (features, early-access programs, alternative solutions) when customers are stuck on a problem. • Contribute to process improvements and team initiatives as we build out our pod operating model. • Meet or exceed team KPIs: same-day customer response, quarterly engagement on every account, and pod-level net revenue retention.

🎯 Requisitos

• 3–5 years of experience in Customer Success, Account Management, or a related client-facing role (SaaS or technology industry preferred). • Experience managing churn risk and retention motions — you've owned saves, not just flagged them. • Comfort operating in a shared-accountability model where your performance is measured alongside a team (pod-level metrics), with growing autonomy in commercial conversations. • Strong technical aptitude and problem-solving skills; able to source or solution answers independently. • Excellent communication, organizational, and prioritization abilities — you can run multiple active risk situations without dropping threads. • Experience collaborating with cross-functional teams (Product, Support, Sales, Implementation). • Proactive, ownership-driven approach with a focus on continuous improvement. • Knowledge of the cannabis industry is a plus, but not required

🏖️ Benefícios

• 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