Customer Success Manager

About the role

Join Dutchie as a Customer Success Manager and play a vital role in ensuring our dispensary clients thrive. You will be part of a dedicated account team, working collaboratively to safeguard customer retention and proactively address potential risks. Your focus will be on maintaining account health and managing the churn lifecycle.

Key facts

What you'll do

• Partner with Account Managers within a pod structure, taking ownership of customer well-being and the complete churn lifecycle, while your partners manage commercial aspects.
• Oversee the renewal timeline, identifying accounts at risk up to 90 days out and implementing mitigation strategies to ensure smooth renewal processes for Account Managers.
• Manage churn risk from identification through resolution, coordinating with internal departments to overcome obstacles.
• Actively monitor account health indicators, such as usage patterns and billing information, and intervene before issues escalate.
• Synthesize information from Product, Support, Sales, Solutions, and Implementation teams to ensure customer feedback and critical issues are addressed.
• Serve as a strategic advisor to clients, providing solutions, best practices, and access to resources when they encounter challenges.
• Contribute to the refinement of operational models and team initiatives.
• Achieve key performance indicators, including timely customer responses, consistent engagement across all accounts, and contributing to pod-level net revenue retention.

Requirements

• Possess 3 to 5 years of experience in Customer Success, Account Management, or a similar client-facing role, preferably within the SaaS or technology sector.
• Demonstrate a proven track record in managing churn risk and retention efforts, with direct experience in saving at-risk accounts.
• Be comfortable operating in a collaborative environment where performance is measured collectively, with increasing independence in client interactions.
• Exhibit strong technical understanding and problem-solving capabilities, with the ability to find answers independently.
• Possess excellent communication, organizational, and prioritization skills to manage multiple client situations concurrently.
• Have experience working with cross-functional teams including Product, Support, Sales, and Implementation.
• Approach work with a proactive, ownership-oriented mindset focused on continuous improvement.

Nice to have

• Familiarity with the cannabis industry.

Skills & tools

• Customer Success platforms
• CRM software
• Project Management tools

Practical notes

• Target starting salary: $55,000 - $75,000
• Comprehensive medical, dental, and vision benefits.
• Stock options as part of the equity package.
• Allowance for technology, software, and reading materials.
• Flexible vacation and sick time policies.