Enterprise Customer Success Manager

🕒 6 days ago

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Dutchie

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🛍️ eCommerce

☁️ SaaS

🛒 Retail

eCommerce • SaaS • Retail

Dutchie is a leading cannabis technology platform in North America, offering a comprehensive suite of solutions for cannabis dispensaries. The company provides tools like dispensary point of sale (POS) systems, e-commerce solutions, marketing and loyalty programs, payments integration, delivery management, and inventory management. Dutchie's platform is designed to enhance the cannabis shopping experience through features like SEO capabilities, personalized marketing, modernized e-commerce, and robust compliance tools to meet intense regulatory needs. With integrations to over 100 tech partners, Dutchie supports seamless operations for retailers, cultivators, and brands of any size, processing over $22 billion in annual transaction volume and facilitating 1 million daily transactions. Dutchie is committed to innovation, data privacy, and empowering cannabis businesses with reliable, user-friendly, and scalable technology.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ 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