Senior Manager of Customer Success at Dutchie

Senior Manager of Customer Success at Dutchie

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Description

Dutchie is the cannabis industry’s leading and fastest-growing e-commerce provider, powering online ordering for the top dispensaries throughout the United States and Canada. We are a product and design-focused company that has created a best-in-class experience for cannabis dispensaries and shoppers. Since our inception in 2017, we have experienced significant growth. We’ve raised $53M in funding and are backed by Howard Schultz (Former CEO of Starbucks), Thrive Capital (Investor in Instagram, Stripe, Spotify, Slack), Snoop Dogg’s Casa Verde Capital, one of the leading cannabis-focused VC’s, Gron Ventures, members of the founding team at DoorDash, Kevin Durant’s Thirty Five Ventures, and other notable angel investors.

About the Role

The role of the Senior Manager of Customer Success will be to manage the day to day activities of the customer success team with the support of the Customer Success Project Manager. This person will be responsible for working closely with the Director of Customer Success to build strategic plays around churn, revenue retention, and dispensary success. They will also coach and mentor Customer Success Managers in best practices and tactical measures and work cross-functionally working with Support, Implementation, and Product teams to build a frictionless customer experience.

What You’ll Do…

  • Conduct an in-depth analysis of the customer journey and the post-sales process and develop a deep understanding of key value drivers to identify improvement areas and opportunities
  • Design and implement business processes and systems to scale the customer success organization
  • Drive highly visible projects for the customer success organization such as building churn prediction, identification of whitespace, optimizing pricing & packaging to drive retention
  • Work with functional leaders to analyze opportunities, synthesize findings, develop go-forward plans, and act as part of the ongoing team to translate recommendations into results
  • Help grow a world-class team of Customer Success Managers who will be the critical right-hand partner to all of the business units
  • Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
  • Collaborate with the sales team to achieve maximum growth and expansion potential for existing clients
  • Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements

What You Bring

  • 3+ years of experience managing Customer Success Managers in SaaS
  • 5+ years of experience in Customer Success in SaaS
  • A proven track record delivering on or exceeding revenue goals and quota
  • Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
  • Experience developing and implementing strategic playbooks
  • Detailed understanding of client business strategy, drivers, goals, and initiatives and translating these into dutchie selling opportunities
  • Proven ability to operate effectively in a fast-paced, entrepreneurial startup in which cross-functional teamwork and initiative is a must
  • Customer-first attitude while still exhibiting excellent negotiation skills

You’ll Get

  • Competitive Salary
  • Equity
  • 401(k)
  • Full Benefits – Medical, Dental, and Vision Insurance
  • Flexible vacation days, sick days, and work from home days
  • Technology (hardware, software, reading materials, etc..) allowance

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