Senior Manager, Enterprise Customer Success

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 the Senior Manager of Enterprise Customer Success , you will lead, mentor, and scale a high-performing team of Enterprise Customer Success Managers (CSMs) dedicated to our highest-impact retail and cannabis commerce partners. You are not just a people manager; you are a master of process, a strategic operational architect, and a relentless executor who knows how to "get shit done". Your mission is to level up our enterprise CS function. You will build, implement, and standardize scalable customer journeys, establish a rigorous Quarterly Business Review (QBR) operating cadence, and empower your team to turn complex retail operations into thriving, high-revenue accounts. We need a leader who can codify excellence—taking what our very best CSMs do in critical situations and replicating it across the entire team to ensure ultimate consistency. If you are incredibly organized, deeply process-driven, and know how to map enterprise accounts to drive massive value, we want you at the helm. What You'll Do… Team Leadership & Performance Elevation Coach & Mentor: Manage and upscale a team of high-touch Enterprise CSMs. Replicate Best Practices: Identify the strategies, playbooks, and behaviors of top- performing CSMs and turn them into standardized best practices to ensure consistency across the entire organization. Deck Building & Storytelling: Directly train and level up the team in executive-level deck building, teaching them how to use data to tell a compelling story that drives consultative recommendations. Skill Development: Elevate the team’s capabilities in strategic selling, executive presence, and navigating complex, multi-stakeholder enterprise environments. Process Design & Operational Excellence Process Architecture: Build, implement, and continuously refine scalable, consistent CS processes from scratch to optimize customer-facing workflows and ensure internal operational agility. QBR Operating Cadence: Establish, standardize, and enforce a rig