Dutchie

Customer Success Manager

Dutchie

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $55,000 - $75,000 per year

About the role

  • 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.

Requirements

  • 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.
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successaccount managementproject managementchurn risk managementaccount health monitoringprocess improvementSaaStechnical aptitudeproblem-solving
Soft Skills
communicationorganizationalproject managementcollaborationproactiveownership-drivencontinuous improvement