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Salary: USD 55,000 - 75,000 / annual
Dutchie is a comprehensive technology platform powering dispensary operations across 40+ markets in the US and Canada. Founded in 2017 and backed by $600M+ in funding from top-tier investors including D1 Capital, Tiger Global, and notable angels, Dutchie is the leading cannabis tech company.
As a Customer Success Manager (CSM) in the SMB segment, you'll operate within a pod structure alongside Account Managers, with clear ownership boundaries: you own customer health and churn lifecycle; Account Managers own renewals and commercial expansion. Your core responsibilities include proactive risk mitigation rather than reactive support.
Key responsibilities:
- Monitor accounts in the 90-day renewal window, flag at-risk accounts early, and develop save plans before renewal conversations begin
- Own the churn risk lifecycle end-to-end: triage, mitigation strategy, and resolution through cross-functional partnerships
- Proactively track account health signals (engagement, product usage, billing indicators) and act before escalations occur
- Serve as the connective tissue across Product, Support, Sales, Solutions, and Implementation teams, ensuring customer feedback and high-priority issues are tracked and resolved
- Act as a strategic resource for customers, sourcing answers, guiding best practices, and identifying solutions (features, early-access programs, alternatives)
- Contribute to process improvements and pod operating model development
- Meet team KPIs: same-day customer response, quarterly engagement on every account, and pod-level net revenue retention
You bring 3–5 years of experience in Customer Success, Account Management, or related client-facing roles (SaaS/technology preferred). You've owned retention and save motions, not just flagged them. You're comfortable in shared-accountability models with pod-level metrics and growing autonomy in commercial conversations. Strong technical aptitude, problem-solving skills, and cross-functional collaboration experience are essential. You're proactive, ownership-driven, and focused on continuous improvement. Knowledge of the cannabis industry is a plus but not required.
