Customer Success Manager
About This Job
As an SMB Customer Success Manager (CSM) at Dutchie, you'll be part of an Account Team — partnered with Account Managers in a pod structure — focused on making sure our dispensary customers are successful as a business. Account health, retention, and churn risk ownership are at the core of what we do. In Dutchie's model, Account Managers own the commercial relationship — renewals, pricing, and expansion — while CSMs own the churn lifecycle and customer health: identifying risk early, building save plans, and setting Account Managers up to win renewals well before the selling motion begins. CSMs pull context together across our internal teams (Support, Implementation, Solutions, Engineering, and Product) so customers always have someone keeping track of feedback, open requests, and high-priority issues. The focus is proactive risk mitigation, not reactive support — CSMs are not a ticket queue, and we protect that line deliberately.
What You'll Do...
- 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.
What You Bring...
- 3–5 years of experience in Customer Success, Account Management, or a related client-facing role (SaaS or technology industry preferred).
- Experience managing churn risk and retention motions — you've owned saves, not just flagged them.
- Comfort operating in a shared-accountability model where your performance is measured alongside a team (pod-level metrics), with growing autonomy in commercial conversations.
- Strong technical aptitude and problem-solving skills; able to source or solution answers independently.
- Excellent communication, organizational, and prioritization abilities — you can run multiple active risk situations without dropping threads.
- Experience collaborating with cross-functional teams (Product, Support, Sales, Implementation).
- Proactive, ownership-driven approach with a focus on continuous improvement.
- Knowledge of the cannabis industry is a plus, but not required
You’ll Get…
We are targeting a starting salary of $55,000 - $75,000 based on the intended level for this role.
In addition to cash compensation, our total rewards package includes:
- 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
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