Senior Manager, Enterprise Customer Success

Are you a seasoned leader with a passion for cultivating strong customer relationships and scaling high-performing teams? Do you thrive in dynamic, fast-paced environments, eager to make a profound impact within a rapidly evolving industry? We are looking for someone just like you to join Dutchie as our Senior Manager, Enterprise Customer Success. This isn't merely another management role; it's a pivotal opportunity to shape the future of our most strategic partnerships and champion our customers' growth in the thriving cannabis technology space. You'll lead a vital function, helping our largest clients maximize their potential with Dutchie's innovative platform.

Overview

Dutchie stands at the forefront of cannabis technology, powering thousands of dispensaries across North America and beyond. Founded in 2017, our comprehensive platform simplifies dispensary operations and provides consumers with safe, easy access to cannabis. We are driven by a mission to support the positive societal change the cannabis industry brings, through wellness benefits, social justice initiatives, and empowering local communities via tax revenue. Named in Fast Company’s 10 Most Innovative Companies in North America and consistently recognized by LinkedIn, Dutchie has secured over $600M in funding from leading investors. As our Senior Manager of Enterprise Customer Success, you will lead, mentor, and expand a high-performing team of Enterprise Customer Success Managers (CSMs). These individuals are dedicated to ensuring the success and growth of our highest-value, most strategic customers. This is a fully remote, worldwide opportunity, allowing you to contribute to a groundbreaking industry from anywhere.

Key Responsibilities

In this pivotal leadership role, you will be instrumental in several key areas. Your responsibilities include:

Leading and Mentoring a High-Performing Team: Recruit, develop, and inspire a team of Enterprise CSMs, fostering a culture of excellence, continuous learning, and customer obsession.
Driving Enterprise Customer Success Strategy: Develop and execute strategies to enhance customer satisfaction, retention, expansion, and advocacy for our top-tier clients.
Fostering Strategic Relationships: Guide your team in building deep, lasting relationships with executive-level stakeholders at our enterprise accounts, understanding their business objectives and aligning Dutchie solutions.
Orchestrating Customer Journeys: Ensure a seamless and high-value customer journey from onboarding through ongoing success, identifying opportunities for proactive engagement and value realization.
Monitoring and Optimizing Performance: Define, track, and report on key performance indicators (KPIs) for your team and our enterprise accounts, taking data-driven actions to improve outcomes.
Collaborating Cross-Functionally: Work closely with Sales, Product, Marketing, and Support teams to represent the voice of the enterprise customer, influence product roadmap, and streamline internal processes.
Escalation Management: Serve as a point of escalation for critical customer issues, working diligently to resolve challenges and maintain strong client relationships.
Innovation and Best Practices: Stay abreast of industry trends and best practices in Customer Success, implementing innovative approaches to elevate our enterprise program.

Requirements

We are seeking a seasoned professional with a proven track record of success. The ideal candidate will possess:

Significant experience, typically 7+ years, in Customer Success, Account Management, or a related client-facing role, with at least 3-5 years specifically in a leadership position.
Demonstrated success leading and scaling Customer Success teams focused on enterprise-level clients within a fast-growing SaaS environment.
A deep understanding of the enterprise customer lifecycle and strategies for driving adoption, retention, and growth.
Exceptional communication, presentation, and interpersonal skills, capable of engaging confidently with C-suite executives and internal stakeholders.
Strong analytical abilities, comfortable with data analysis to identify trends, measure performance, and inform strategic decisions.
A proactive, problem-solving mindset with the ability to navigate complex challenges and drive favorable outcomes.
Experience working in or a strong interest in the cannabis technology sector, understanding its unique challenges and opportunities.
The ability to thrive in a fully remote, globally distributed team setting, demonstrating excellent self-motivation and organizational skills.

What You'll Gain

Joining Dutchie means becoming part of an innovative company that values its people and their contributions. Here’s what you can expect:

Significant Impact: Play a crucial role in shaping the success of Dutchie’s most important customer relationships and directly contribute to our growth trajectory.
Professional Growth: Access opportunities for continuous learning, professional development, and career advancement within a rapidly expanding industry leader.
Dynamic Culture: Work alongside a passionate, collaborative, and diverse global team that is dedicated to making a positive difference.
Cutting-Edge Technology: Contribute to a market-leading platform that is revolutionizing an exciting and evolving industry.
Competitive Compensation: Receive a competitive salary package, reflecting your experience and the value you bring, alongside comprehensive benefits.
Flexibility: Enjoy the benefits of a fully remote work environment, offering flexibility and work-life integration.