SMB & Mid Market Customer Success Manager

SMB & Mid Market Customer Success Manager

Founded in 2017, Dutchie is a comprehensive technology platform powering dispensary operations, while providing consumers with safe and easy access to cannabis. Dutchie aims to further support the positive societal change the cannabis industry brings to the world through wellness benefits, social justice, and empowering local communities through tax revenue. Powering thousands of dispensaries across 40+ markets throughout the United States and Canada, Dutchie is the leading technology company in the cannabis space and was named in Fast Company's 10 Most Innovative Companies in North America and listed two years in a row on LinkedIn's Top 50 Startups.

Dutchie has raised over $600M in funding to date, backed by D1 Capital Partners, Tiger Global, Dragoneer, DFJ Growth, Thrive Capital, Howard Schultz, Snoop Dogg's Casa Verde Capital, Gron Ventures, members of the founding team at DoorDash, Kevin Durant's Thirty Five Ventures, and other notable angel investors.

About This Job

As an SMB & Mid Market Customer Success Manager (CSM) at Dutchie, you will support a broad segment of dispensary customers by focusing on the customer experience. Account health, retention, and risk mitigation are at the core of what we do. In Dutchie's model, Account Managers own the accounts and are responsible for renewals and commercial strategy, while CSMs provide proactive support to ensure customers achieve their goals and have a seamless experience with Dutchie's products and services. CSMs are assigned tickets related to potential renewal blocking issues, customer sentiment, churn risk, and engagement, working them to resolution by partnering with cross-functional teams in many situations. This is a 1-to-many model, not a dedicated book of business, and the focus is on proactive mitigation rather than reactive support.

What You'll Do...

• Support Account Managers by partnering closely to align on account strategy, renewals, and growth opportunities, while Account Managers retain account ownership.
• Manage and resolve assigned tickets related to customer sentiment, churn risk, and account healthnot technical support issues.
• Proactively monitor accounts to identify risks and implement mitigation strategies to drive retention and customer success.
• Act as a technical resource, able to source information, solution answers, and guide customers through best practices and product capabilities.
• Coordinate with Product, Support, Sales, and Implementation teams to ensure customer needs are addressed and no client goes unanswered.
• Contribute to process improvements and team initiatives to enhance the customer experience for the SMB & Mid Market segment.
• Meet or exceed key performance indicators (KPIs) related to churn risk management, account health, and retention.

What You Bring...

You'll Get

We are targeting an OTE of $75,000 - $104,000 based on the intended level for this role.

In addition to cash compensation, our total rewards package includes :

At Dutchie, we're committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Dutchie believes that diversity and inclusion among our teammates is critical to our success, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.