Customer Success Manager

🔥 30 minutes ago

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Dutchie

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2017

🛍️ eCommerce

☁️ SaaS

🏪 Marketplace

💰 $350M Series D - Dutchie on 2021-10

eCommerce • SaaS • Marketplace

Dutchie is a cannabis-focused software company that provides e-commerce and online ordering solutions, marketplace services, and related SaaS tools to dispensaries and cannabis retailers. It enables retailers to list products online, accept orders for pickup or delivery, integrate with point-of-sale systems, and connect with consumers through a branded storefront or broader marketplace.

📋 Description

• 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.

🎯 Requirements

• 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

🏖️ 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