Senior Manager, Enterprise Customer Success

🕒 July 20

🇺🇸 United States – Remote

💵 $111k - $150k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 14%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Dutchie

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

🛡️ Insurance

📦 Logistics

Consulting • Insurance • Logistics

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

• Lead, mentor, and scale a high-performing team of Enterprise Customer Success Managers serving major retail and cannabis commerce partners • Identify top-performing CSM strategies, playbooks, and behaviors and standardize them across the organization • Train the team in executive-level deck building, data storytelling, strategic selling, executive presence, and complex stakeholder navigation • Build, implement, and refine scalable customer success processes and workflows • Establish, standardize, and enforce a rigorous Quarterly Business Review operating cadence • Define, measure, and monitor customer health metrics and leading churn indicators • Drive account mapping, relationship management, proactive risk mitigation, and churn prevention • Ensure seamless Sales and Customer Success handoffs and coordinated account mapping • Partner with Sales leadership on account expansion and cross-sell opportunities • Synthesize enterprise trends and product feedback into actionable insights for 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 • Proven track record of successfully designing, launching, and driving strict adoption of new internal operational processes and team playbooks • Demonstrated success in establishing customer health scoring systems and utilizing data analytics to forecast and prevent churn • Proven track record of managing and growing a multi-million dollar ARR book of business, with individual team members previously managing $500k+ ARR books • Hyper-Organization & Execution: mastery of multitasking and project management; detail-oriented and results-focused • Deep understanding of enterprise account mapping, multi-stakeholder navigation, and building C-suite alignment • Exceptional written and verbal communication skills; ability to command a room, resolve conflicts with poise, and align cross-functional teams • Strong background in renewal management, commercial negotiations, and driving expansion revenue • Advanced proficiency with Salesforce, CS Health Management platforms such as Gainsight, Totango, or ChurnZero, JIRA/Atlassian, and Google Workspace/Microsoft 365 is a bonus • Prior management experience in retail tech, e-commerce optimization, or the cannabis commerce ecosystem is a bonus

🏖️ Benefits

• Full medical benefits including dental and vision plans • Equity packages in the form of stock options to all employees • Technology (hardware, software, reading materials, etc..) allowance • Flexible vacation and sick days