Dutchie - Senior Manager, Enterprise Customer Success
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). • Key Competencies • Hyper-Organization & Execution: A master of multi-tasking and project management who loves details, thrives in fast-paced environments, and consistently delivers results. • Strategic Relationship Management: Deep understanding of enterprise account mapping, multi-stakeholder navigation, and building C-suite alignment. • Master Communicator: Exceptional written and verbal communication skills; ability to command a room, resolve conflicts with poise, and align cross-functional teams. • Commercial Acumen: Strong background in renewal management, commercial negotiations, and driving expansion revenue. • It’s a Bonus if You… • The Tech Stack: Advanced proficiency with Salesforce (for book management/forecasting), CS Health Management platforms (Gainsight, Totango, ChurnZero, etc.), JIRA/Atlassian (for product alignment), and productivity suites (Google Workspace/Microsoft 365). • Industry Savvy: Prior management experience in retail tech, e-commerce optimization, or the cannabis commerce ecosystem is a massive plus. • The "White Glove" Benchmark: A dedication to high-touch, premium service and the ability to instill a "whatever it takes" mindset into a growing team. • You’ll Get… • You’ll Get… • We are targeting a starting salary of $111,000 - $150,000 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
• Team Leadership & Performance Elevation • 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 Design & Operational Excellence • 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. • Cross-Functional Collaboration & Commercial Alignment • 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.
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