Customer Success Manager

About Dutchie Founded in 2017, Dutchie is a comprehensive technology platform powering dispensary operations, while providing consumers with safe and easy access to cannabis. Dutchie aims to further support the positive societal change the cannabis industry brings to the world through wellness benefits, social justice, and empowering local communities through tax revenue. Powering thousands of dispensaries across 40+ markets throughout the United States and Canada, Dutchie is the leading technology company in the cannabis space and was named in Fast Company’s 10 Most Innovative Companies in North America and listed two years in a row on LinkedIn’s Top 50 Startups. Dutchie has raised over $600M in funding to date, backed by D1 Capital Partners, Tiger Global, Dragoneer, DFJ Growth, Thrive Capital, Howard Schultz, Snoop Dogg’s Casa Verde Capital, Gron Ventures, members of the founding team at DoorDash, Kevin Durant’s Thirty Five Ventures, and other notable angel investors. 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 po