About this role.
Dutchie is seeking an SMB Account Manager to grow revenue and retention across an assigned customer portfolio. The role centers on upselling, cross-selling, renewals, churn prevention, and building trusted stakeholder relationships in a SaaS or technology environment. The successful candidate will partner closely with Customer Success and internal teams while managing multiple expansion opportunities and changing priorities. Candidates need at least five years of account management, sales, or customer-facing experience, along with CRM fluency, analytical ability, and strong communication skills.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
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Sample interview questions
I begin by reviewing product usage, business goals, stakeholder feedback, and support trends to identify a meaningful gap. I then validate the customer’s priority through discovery, build a value-based recommendation with measurable outcomes, and coordinate with internal teams to deliver a clear proposal and implementation plan.
I use leading indicators such as declining engagement, unresolved support issues, low adoption, missed business outcomes, and changes in stakeholder engagement. Once risk is identified, I create an account plan with the customer and relevant internal partners, establish clear next steps, and monitor progress until value and confidence are restored.
I segment accounts by revenue potential, renewal timing, churn risk, strategic importance, and the urgency of customer needs. I focus first on time-sensitive retention risks and high-impact expansion opportunities, while using structured outreach, CRM tasks, and repeatable account plans to ensure lower-touch accounts remain supported.
I align early with Customer Success on account health, adoption progress, customer objectives, and any delivery risks. We agree on a unified customer narrative and ownership model so the expansion recommendation is grounded in realized value rather than a standalone sales pitch.
I tailor the discussion to each audience while keeping the business outcome consistent. For executive stakeholders, I focus on impact, cost, risk, and expected results; for technical users, I explain workflow fit, implementation considerations, and product capabilities, then confirm mutual understanding and next steps.
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 up to $155,000 based on the intended level for this role. This is a combination of base salary and commission.
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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