Senior Manager, Enterprise Customer Success

🔥 19 hours 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

• Coach & Mentor: Manage and upscale a team of high-touch Enterprise CSMs. • Replicate Best Practices: Identify the strategies, playbooks, and behaviors of top- performing CSMs and turn them into standardized best practices to ensure consistency across the entire organization. • Deck Building & Storytelling: Directly train and level up the team in executive-level deck building, teaching them how to use data to tell a compelling story that drives consultative recommendations. • Skill Development: Elevate the team’s capabilities in strategic selling, executive presence, and navigating complex, multi-stakeholder enterprise environments. • Process Architecture: Build, implement, and continuously refine scalable, consistent CS processes from scratch to optimize customer-facing workflows and ensure internal operational agility. • QBR Operating Cadence: Establish, standardize, and enforce a rigorous, high-impact Quarterly Business Review (QBR) framework that demonstrates clear ROI and uncovers growth levers. • Account Health & Leading Indicators: Define, measure, and monitor comprehensive customer health metrics. Move beyond lagging data to identify early, leading indicators of potential churn. • Account Mapping & Risk Mitigation: Drive a disciplined approach to account mapping and relationship management, ensuring CSMs are deeply embedded in partner ecosystems. Implement proactive risk mitigation protocols and playbooks to catch and save churn risks early. • Sales & CS Partnership: ensure seamless handoffs, coordinated account mapping, and maximum conversion. • Revenue & Expansion: Partner with Sales leadership to identify, track, and execute account expansion and cross-sell opportunities across our entire technology suite. • Product Feedback Loop: Act as an internal champion, synthesizing high-level enterprise trends and product feedback into actionable insights for our Product and UX teams.

🎯 Requirements

• 8+ years of experience in B2B SaaS Customer Success, Account Management, or Strategic Consulting. • 3+ years of direct people management experience, specifically leading enterprise-level CS teams. • Process Implementation History: A proven track record of successfully designing, launching, and driving strict adoption of new internal operational processes and team playbooks. • Data & Health Tracking Savvy: Demonstrated success in establishing customer health scoring systems and utilizing data analytics to forecast and prevent churn. • Book Management: Proven track record of managing and growing a multi-million dollar ARR book of business (with individual team members previously managing $500k+ ARR books).

🏖️ 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