Dutchie - Enterprise Customer Success Manager
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. • It’s a Bonus if You… • The Tech Stack: Proficiency with Salesforce, JIRA/Atlassian, and the Google/Microsoft productivity suites. • Project Management: Formal experience or certification in project management is a significant plus. • Retail Savvy: Prior experience in retail tech, e-commerce optimization, or the cannabis industry. • The "White Glove" Mindset: A natural inclination toward high-touch service and a "whatever it takes" attitude to ensure customer delight. • You’ll Get… • You’ll Get… • We are targeting a starting salary of $94,000 - $140,000 based on the intended level for this role. • In addition to cash compensation, our total rewards package includes: • 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
Responsibilities
• 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.
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