[Remote] Enterprise Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Dutchie is a technology platform powering dispensary operations and providing consumers with access to cannabis. As an Enterprise Customer Success Manager, you will be responsible for driving adoption and revenue growth for enterprise-level dispensaries by acting as a trusted advisor and optimizing their use of the platform.ResponsibilitiesStrategic Account Ownership: Drive long-term adoption and revenue growth for a portfolio of enterprise-level dispensaries, crafting engagement strategies that align with their specific business goalsOperational Consultation: Leverage a deep understanding of dispensary workflows to provide high-level recommendations, optimizing the platform to solve complex logistical and retail challengesRevenue & Expansion Management: Proactively identify and execute account expansion and cross-sell opportunities across the full suite of our technologies to maximize partner ROIProduct Advocacy & Feedback Loop: Serve as the "Voice of the Customer" by synthesizing feedback into actionable trends for our Product and UX teams, directly influencing the future of our softwareExecutive Business Reviews: Conduct high-impact Quarterly Business Reviews (QBRs) using data-driven insights to demonstrate value, identify growth levers, and address performance gapsRisk Mitigation: Consistently assess account health metrics to proactively identify churn risks and implement "save" strategies before challenges escalateCross-Functional Collaboration: Partner with Implementations to ensure seamless onboarding and work with internal teams to continuously refine our customer-facing processesMarketing & Conversion Strategy: Consult with partners on web presence optimization, promotional strategies, and marketing best practices to drive maximum consumer conversionSkills5–8 years in Customer Success, Account Management, or Strategic Consulting within the B2B SaaS spaceProven track record of managing an ARR book of business exceeding $500,000Experience navigating complex, multi-stakeholder enterprise environmentsStrategic Salesmanship: Ability to speak with conviction and passion, effectively persuading C-suite executives of the value of new features and servicesOperational Agility: A quick learner who can master new platforms and navigate the nuances of a rapidly evolving, highly regulated industryDiplomacy & Poise: Exceptional conflict-resolution skills with the ability to remain calm and professional under pressureAnalytical Mindset: Comfortable using data to tell a story and drive consultative recommendationsHyper-Organization: Mastery of multi-tasking; able to manage numerous high-priority projects without losing sight of the detailsProficiency with Salesforce, JIRA/Atlassian, and the Google/Microsoft productivity suitesFormal experience or certification in project management is a significant plusPrior experience in retail tech, e-commerce optimization, or the cannabis industryA natural inclination toward high-touch service and a 'whatever it takes' attitude to ensure customer delightBenefitsFull 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..) allowanceFlexible vacation and sick daysCompany OverviewDutchie provides an all-in-one technology platform that powers dispensary operations. It was founded in 2017, and is headquartered in Bend, Oregon, USA, with a workforce of 201-500 employees. Its website is https://dutchie.com.