by Chris Durst Aug. 16, 2023
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UPDATE!! And BAM! Just like that, this one has now received all of the applications they need. Good luck to all who applied. If you didn’t get in, hop over to today’s job leads to see other great job leads.
Dutchie, a tech company that powers cannabis dispensary operations, has posted a work from home Customer Success MANAGER job.
According to the company, “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.”
In this role, “…master the ability to navigate objection handling, critical conversations, churn mitigation, and use deep product knowledge to engage and train customers for new markets.”
Compensation range is $55,000 – $75,000 annually, and benefits include full medical, dental, vision, equity packages, and more.
No state hiring restrictions mentioned, no college required.
Here’s what the company has posted about this opportunity:
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
Dutchie is seeking a dedicated Customer Success Manager (CSM) to specialize in our SMB client base. As a CSM, you will play a crucial role in the success of over 1200 dispensary retailer partners.
As a CSM, you will be focused on overall client retention, churn mitigation, product training and feature usage as well as new account and market launches.
What You’ll Do…
- Master the ability to navigate objection handling, critical conversations, churn mitigation, and use deep product knowledge to engage and train customers for new markets
- Utilize a queue-based model triggered by inbound client engagement, client email or reactive engagement strategies
- Demonstrate a strong sense of ownership for customer inquiries, show empathy, and keep the customer informed on the status of assigned requests
- CSM drives each case assigned to complete resolution
- Work cross-functionally to serve as the voice of the customer internally and drive resolution of issues and churn
- Supporting new account launches by aiding and assisting in client trainings; including new markets
- Focus on improvement and adherence to processes and procedures
- Work towards hitting KPIs outlined
- Constantly live ALL Dutchie Core Values and CSM operating principles to the fullest extent
What You Bring…
- Technical Support or Customer Success Experience: A minimum of 2+ years of experience in technical support or customer success roles, with a proven track record of successfully resolving complex problems for customers.
- Demonstrated experience in customer-facing positions, showcasing the ability to engage effectively with clients, build strong relationships, and ensure customer satisfaction.
- Strong familiarity in SaaS environments.
- A deep commitment to embody and represent Dutchie’s core values in all interactions, including integrity, excellence, and teamwork.
- An understanding of the nuances and intricacies of the cannabis industry is highly desirable. Familiarity with the challenges that our dispensary partners may encounter will enable you to better address their needs.
- Strong empathy and active listening skills are essential to comprehend customer concerns and provide effective solutions to their challenges.
- Proven ability to collaborate with cross-functional teams, internally and externally, to address customer issues and drive positive outcomes.
- Track record of achieving and surpassing key performance indicators (KPIs) related to customer success, retention, and satisfaction.
It’s a bonus if you have…
Start up experience
You’ll Get…
Cash compensation range: $55,000 – $75,000 USD annually
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
At Dutchie, we’re committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Dutchie believes that diversity and inclusion among our teammates is critical to our success, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.
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