Dutchie · 13 hours ago
Customer Success Manager
United States
Full-time
Remote
Mid Level
$55K/yr - $75K/yr
3+ years expDutchie is a leading technology platform in the cannabis space, supporting dispensary operations and promoting positive societal change. The Customer Success Manager will focus on enhancing customer experience by managing account health, retention, and risk mitigation while collaborating with cross-functional teams to ensure customer needs are met.
CannabisConsumerPoint of SaleSoftware
Responsibilities
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 health—not 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
Qualification
Required
3-5 years of experience in Customer Success, Account Management, Project Management, or a related client-facing role (SaaS or technology industry preferred)
Experience managing a high-volume, 1-to-many customer model
Strong technical aptitude and problem-solving skills; able to source or solution answers independently
Excellent communication, organizational, and project management abilities
Experience collaborating with cross-functional teams (Product, Support, Sales, Implementation)
Proactive, ownership-driven approach with a focus on continuous improvement
Preferred
Knowledge of the cannabis industry is a plus, but not required
Benefits
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
Company
Dutchie
Dutchie provides an all-in-one technology platform that powers dispensary operations.
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$603MKey Investors
D1 Capital PartnersTiger Global ManagementThrive Capital
2021-10-14Series D· $350M
2021-03-16Series C· $200M
2020-08-18Series B· $35M
Leadership Team
Tim Barash
Chairman & Chief Executive Officer
Yuliya Orlova
SVP, Customer Experience and Operations
Recent News
New Cannabis Ventures
2025-11-11
Company data provided by crunchbase