About this role.
Dutchie is seeking an Implementation Manager to lead Implementation Strategists and improve SaaS onboarding outcomes for cannabis retail operators. The role owns operational metrics including go-lives, CSAT, and time to go-live, while directly supporting client implementations. It requires hands-on retail platform experience, people leadership, capacity planning, and cross-functional partnership with Sales, Support, Customer Success, and Product. The manager will scale processes, coach team performance, and maintain a customer-first approach in a fast-growing implementation function.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
5/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I start by mapping the onboarding journey and identifying the constraints affecting cycle time, such as unclear ownership, inconsistent discovery, or resource bottlenecks. I establish leading indicators, standardize repeatable work, and review quality and CSAT alongside go-live volume so faster delivery does not come at the customer’s expense.
I would use a capacity model that weighs implementation complexity, customer timelines, specialist skills, and active workload rather than assigning accounts evenly by count. I would review the model regularly, rebalance risk early, and make tradeoffs visible to internal stakeholders when demand exceeds available capacity.
I pair clear team goals with individual coaching plans grounded in observable behaviors and data. Regular one-on-ones, pipeline reviews, call or project audits, and peer learning help identify blockers, while recognition and direct feedback reinforce both performance and collaborative team behavior.
I would quickly clarify the customer impact, root cause, owners, decision deadlines, and recovery plan. I would coordinate a focused cross-functional working session, communicate transparent expectations to the customer, and document preventive changes once the immediate issue is resolved.
It means understanding the customer’s operational goals, setting accurate expectations, and designing the implementation around their readiness and outcomes rather than internal convenience. I would ensure customers have clear milestones, accountable contacts, proactive risk communication, and a smooth handoff into ongoing support and 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
This role owns team performance against key metrics — go-lives, CSAT, and time to go-live — while building the processes and structure needed to support a fast-growing function. Grounded in Dutchie’s core value that “it’s all about the customer,” you will manage day-to-day coaching and performance for Implementation Strategists, support clients directly through their onboarding journey, and partner seamlessly across Sales, Support, Customer Success, and Product to deliver a best-in-class SaaS experience for cannabis operators.
What You’ll Do…
- Manage, coach, and inspire a team of Implementation Strategists, fostering a “We, not I” team mindset to drive collective success and professional growth
- Focus on outcomes and get there fast by taking full ownership of team metrics, including go-lives, CSAT, and time to go-live
- Champion our customer-first mindset (“it’s all about the customer”) by supporting clients directly during implementation to deliver a smooth, high-impact onboarding experience
- Assign accounts and manage bandwidth across the team to balance workload and client needs
- Utilize first-principles thinking to continuously refine processes and procedures, increasing operational efficiency across the implementation function
- Partner with Sales, Support, Customer Success, and Product teams to strengthen the end-to-end client lifecycle
- Contribute to shaping and scaling the Implementation team as it grows, including developing and executing strategic initiatives
- Be held accountable to company-aligned goals tied to measurable implementation outcomes
What You Bring
- Proven experience managing large teams toward volume-based metrics
- Deep hands-on experience retail platforms
- Retail cannabis experience preferred
- Strong client-facing skills, with the ability to build trust and manage client relationships
- Effective leadership with a track record of building, inspiring, and motivating teams
- Ability to communicate directly, with empathy, building trust and maintaining open, respectful lines of feedback across internal teams and clients
- Analytical, structured, and first-principles thinking, with a relentless process-improvement mindset aimed at achieving key outcomes quickly
You’ll Get…
We are targeting a starting salary of $98,000 – $115,000 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.
Upload your resume now
- To unlock remote work opportunities and be discovered by global employers.
This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content.
