Senior Manager, Enterprise Customer Success
New
D
DutchieCannabis Technology
Powering thousands of dispensaries across 40+ markets throughout the United States and CanadaFull-TimeManager
Salary$111,000 - $150,000
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Job Details
- Experience
- 8+ years of experience in B2B SaaS Customer Success, Account Management, or Strategic Consulting; 3+ years of direct people management experience
- Required Skills
- People ManagementSalesforceAccount ManagementProcess improvementData analyticsCustomer Success
Requirements
- 8+ years of experience in B2B SaaS Customer Success, Account Management, or Strategic Consulting.
- 3+ years of direct people management experience leading enterprise-level CS teams.
- Proven track record of designing, launching, and driving adoption of internal processes.
- Demonstrated success in establishing customer health scoring systems.
- Experience utilizing data analytics to forecast and prevent churn.
- History of managing and growing a multi-million dollar ARR book of business.
- Deep understanding of enterprise account mapping and multi-stakeholder navigation.
- Exceptional written and verbal communication skills.
- Strong background in commercial negotiations and renewal management.
- Proficiency with Salesforce, CS Health Management platforms (e.g., Gainsight, Totango), and JIRA/Atlassian.
Responsibilities
- Manage and upscale a team of high-touch Enterprise Customer Success Managers.
- Develop and standardize playbooks and best practices to ensure team consistency.
- Train the team in executive-level deck building and data-driven storytelling.
- Build and refine scalable customer-facing processes and internal operational workflows.
- Establish and enforce a rigorous Quarterly Business Review (QBR) framework.
- Define, measure, and monitor comprehensive customer health metrics to identify churn risks.
- Collaborate with Sales leadership to drive account expansion and cross-sell opportunities.
- Synthesize enterprise trends and product feedback for Product and UX teams.
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