Customer Success Manager, SMB & Mid Market

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Dutchie

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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.

501 - 1000 employees

🛍️ eCommerce

☁️ SaaS

🛒 Retail

📋 Description

• Support Account Managers by partnering closely to align on account strategy, renewals, and growth opportunities, while Account Managers retain account ownership. • Manage and resolve assigned tickets related to customer sentiment, churn risk, and account health—not technical support issues. • Proactively monitor accounts to identify risks and implement mitigation strategies to drive retention and customer success. • Act as a technical resource, able to source information, solution answers, and guide customers through best practices and product capabilities. • Coordinate with Product, Support, Sales, and Implementation teams to ensure customer needs are addressed and no client goes unanswered. • Contribute to process improvements and team initiatives to enhance the customer experience for the SMB & Mid Market segment. • Meet or exceed key performance indicators (KPIs) related to churn risk management, account health, and retention.

🎯 Requirements

• 3-5 years of experience in Customer Success, Account Management, Project Management, or a related client-facing role (SaaS or technology industry preferred). • Experience managing a high-volume, 1-to-many customer model. • Strong technical aptitude and problem-solving skills; able to source or solution answers independently. • Excellent communication, organizational, and project management abilities. • 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.

🏖️ 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