Dutchie

Drive customer satisfaction and revenue growth through strategic account management, relationship building, and proactive expansion. | Requires 5+ years in account management or sales, proven success in revenue growth, and experience with CRM tools like Salesforce. | 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 Account Manager at Dutchie, you’ll be driving both customer satisfaction and revenue growth within a defined portfolio of accounts. You'll be responsible for strategically expanding customer relationships, identifying opportunities for upselling and cross-selling, and proactively managing retention. To succeed in this role, you will need to be curious, asking insightful questions to understand customer needs and challenges, while being resilient in overcoming obstacles that may arise. You’ll need to be commercially minded, ensuring you’re delivering value to customers while identifying areas for growth. This role will require you to work seamlessly across teams, and the ability to navigate ambiguity and change will be key. You’ll be expected to balance a wide variety of tasks with efficiency and prioritize those that will deliver the most impact. Your success will be rooted in building long-term customer relationships and achieving ambitious targets while staying adaptable and focused on delivering results. What You'll Do... Revenue Growth: Identify and capitalize on opportunities for upselling and cross-selling within your portfolio of customers. Use your commercial acumen to analyze customer needs and tailor solutions, demonstrating the ability to grow accounts while ensuring profitability. Account Expansion: Develop strategies to expand customer accounts through proactive product recommendations and deepening relationships. Your organizational skills will be vital in managing multiple opportunities at once, always prioritizing what delivers the highest impact. Retention & Relationship Building: Build strong, long-term relationships with key customers, ensuring satisfaction and loyalty. Your curiosity will help you uncover evolving customer needs, while your resilience will keep you motivated to solve challenges and deliver exceptional value. Collaboration: Work closely with the Customer Success team and other internal stakeholders to ensure a seamless customer experience. Your ability to navigate ambiguity and collaborate effectively across teams will be crucial as you manage a wide range of customer touchpoints. Strategic Execution: Drive initiatives that increase adoption, retention, and expansion across your accounts. Your tenacity will help you overcome setbacks, and your ability to stay focused on customer success will ensure sustained growth. Churn Prevention: Use data and insights to identify risks in your portfolio and take proactive measures to prevent churn. Your resilience in handling challenges will be key to keeping customer relationships strong and mitigating potential losses. What You Bring... 5+ years of experience in account management, sales, or a related customer-facing role, preferably within SaaS or tech industries. Experience in a fast-paced, growth-oriented environment will be an advantage. Proven success in driving revenue growth through upselling, cross-selling, and contract renewals, showing commercial expertise in identifying opportunities that meet customer needs and align with business objectives. Strong track record of building relationships with key stakeholders and delivering customer success, demonstrating curiosity to understand and solve customer challenges. Ability to work across teams in a dynamic, ambiguous environment, managing multiple priorities and collaborating with others to achieve shared goals. Quick learner with strong analytical skills, sharp business acumen, and the ability to rapidly grasp complex concepts, assess situations accurately, and implement effective solutions in dynamic environments. Organizational and time management skills to handle multiple accounts and responsibilities, ensuring that you prioritize high-value opportunities. Familiarity with CRM tools (e.g., Salesforce) and other sales enablement platforms to manage accounts and track performance. Strong communication skills with the ability to present solutions clearly and effectively to both technical and non-technical customers. You’ll Get… We are targeting an OTE of $155,000 - $180,000 based on the intended level for this role. 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.

Manage escalations, troubleshoot technical issues, and collaborate with product and engineering teams to improve support processes. | 2+ years of technical support experience in SaaS, familiarity with APIs, JSON, SQL, TCP/IP, and experience with Jira or similar tools. | 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 The Product Support team manages escalations from frontline Support and plays a critical role in resolving complex technical issues while reducing the load on Engineering. This team provides solutions directly to customers when possible and serves as a strong Voice of the Customer for Product and Engineering when escalation is needed. This role is an entry point into the PSE career path and offers significant opportunity to deepen technical skills and product expertise. What You'll Do... Become a subject matter expert in the Dutchie platform, including POS, Ecommerce, Payments, and related integrations Triage and manage Jira issues related to bugs, billing, data requests, dashboards, traceability, discounts, taxes, and third-party integrations within defined SLOs Write clear, actionable bug reports that outline issues, reproduction steps, and impact, escalating to Product and Engineering as needed Maintain and contribute to product documentation, troubleshooting guides, and best practices Partner closely with the PSE team to share knowledge, troubleshoot issues, and improve team effectiveness Identify trends in technical issues and bugs, providing consistent visibility and insights to stakeholders Manage a backlog of Jira tickets and collaborate with Product and Engineering to ensure timely resolution Participate in projects that improve processes, tooling, and support efficiency across the organization Join incidents as the Support point of contact and Voice of the Customer Participate in an on-call rotation covering evenings, weekends, and holidays What You Bring... 2+ years of technical support experience in a SaaS environment Experience with APIs, JSON, SQL, TCP/IP Strong written and verbal communication skills with the ability to explain technical concepts clearly Technical writing experience creating documentation, tutorials, or troubleshooting resources Experience working with Jira or a similar issue-tracking system A customer-focused mindset with a track record of solving problems and leaving systems better than you found them A collaborative, can-do attitude and a team-first approach to problem solving Comfort working in fast-paced environments and managing multiple priorities Nice to have skills are Excel formulas, SQL, and being self-taught in something (JavaScript, Ruby, Music Production, etc.) Display of positivity, patience, and professionalism at all times. Quick learner who can rapidly grasp new platforms and understand new industries. Team-oriented, but also capable of thriving as an individual contributor. It’s a Bonus if You… SQL competency Strong Dutchie product knowledge You’ll Get… We are targeting a starting salary of $56,000 - $74,000 based on the intended level for this role. 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.

Support and proactively manage customer accounts to ensure retention, satisfaction, and growth, working closely with cross-functional teams. | 3-5 years in customer success or related roles, strong technical aptitude, excellent communication, and experience managing high-volume customer interactions. | 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 & Mid Market Customer Success Manager (CSM) at Dutchie, you will support a broad segment of dispensary customers by focusing on the customer experience. Account health, retention, and risk mitigation are at the core of what we do. In Dutchie’s model, Account Managers own the accounts and are responsible for renewals and commercial strategy, while CSMs provide proactive support to ensure customers achieve their goals and have a seamless experience with Dutchie’s products and services. CSMs are assigned tickets related to potential renewal blocking issues, customer sentiment, churn risk, and engagement, working them to resolution by partnering with cross-functional teams in many situations. This is a 1-to-many model, not a dedicated book of business, and the focus is on proactive mitigation rather than reactive support. What You'll Do... Support Account Managers by partnering closely to align on account strategy, renewals, and growth opportunities, while Account Managers retain account ownership. Manage and resolve assigned tickets related to customer sentiment, churn risk, and account health—not technical support issues. Proactively monitor accounts to identify risks and implement mitigation strategies to drive retention and customer success. Act as a technical resource, able to source information, solution answers, and guide customers through best practices and product capabilities. Coordinate with Product, Support, Sales, and Implementation teams to ensure customer needs are addressed and no client goes unanswered. Contribute to process improvements and team initiatives to enhance the customer experience for the SMB & Mid Market segment. Meet or exceed key performance indicators (KPIs) related to churn risk management, account health, and retention. What You Bring... 3-5 years of experience in Customer Success, Account Management, Project Management, or a related client-facing role (SaaS or technology industry preferred). Experience managing a high-volume, 1-to-many customer model. Strong technical aptitude and problem-solving skills; able to source or solution answers independently. Excellent communication, organizational, and project management abilities. Experience collaborating with cross-functional teams (Product, Support, Sales, Implementation). Proactive, ownership-driven approach with a focus on continuous improvement. Knowledge of the cannabis industry is a plus, but not required. You’ll Get… We are targeting a starting salary of $55,000 - $75,000 based on the intended level for this role. 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.