Note: The job is a remote job and is open to candidates in USA. Dutchie is seeking an SMB Customer Success Manager to join their Account Team, focusing on ensuring the success of dispensary customers. The role involves managing customer health and churn lifecycle, collaborating with Account Managers, and proactively addressing account risks.
Responsibilities
- Operate as part of an Account Team pod, partnering closely with Account Managers on account strategy — you own customer health and the churn lifecycle; they own renewals and commercial growth
- Own the renewal runway: monitor accounts in the 90-day renewal window, flag at-risk accounts early, and have save plans in motion so Account Managers enter renewal conversations with no surprises
- Manage churn risk end to end — triage, mitigation strategy, and resolution — partnering cross-functionally to remove blockers
- Proactively monitor account health signals (engagement, product usage, billing indicators) and act on them before they become escalations
- Pull context together across Product, Support, Sales, Solutions, and Implementation so customer feedback, open requests, and high-priority issues never go unanswered
- Act as a strategic resource for customers — sourcing answers, guiding best practices, and finding paths (features, early-access programs, alternative solutions) when customers are stuck on a problem
- Contribute to process improvements and team initiatives as we build out our pod operating model
- Meet or exceed team KPIs: same-day customer response, quarterly engagement on every account, and pod-level net revenue retention
Skills
- 3–5 years of experience in Customer Success, Account Management, or a related client-facing role
- Experience managing churn risk and retention motions
- Comfort operating in a shared-accountability model
- Strong technical aptitude and problem-solving skills
- Excellent communication, organizational, and prioritization abilities
- Experience collaborating with cross-functional teams
- Proactive, ownership-driven approach with a focus on continuous improvement
- Experience in the SaaS or technology industry
- Knowledge of the cannabis industry
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 Overview