Manager, Implementation

Dutchie; United States; On-site; USD 98,000 - 115,000; Full time

Benefits offered by this job

Medical benefits (dental & vision)

Equity stock options

Technology allowance

Flexible vacation & sick days

Job summary

Dutchie is seeking a qualified leader to run the Implementation team, driving go-lives, CSAT, and onboarding success for cannabis operators. You’ll coach Implementation Strategists, partner with Sales, Support, CS, and Product, and help scale processes as the function grows.

You’ll be responsible for ensuring a customer-first onboarding experience, managing bandwidth, and delivering high-impact outcomes across the end-to-end client lifecycle.

Qualifications

• Experience managing large teams toward volume-based metrics.
• Hands-on experience with retail platforms.
• Retail cannabis experience preferred.
• Strong client-facing skills and ability to build trust with clients.
• Effective leadership with ability to inspire and motivate teams.
• Direct communication with empathy and feedback across teams.
• Analytical, structured thinking with a process-improvement mindset.

Responsibilities

• Manage, coach, and inspire a team of Implementation Strategists.
• Own team metrics: go-lives, CSAT, time to go-live.
• Support clients directly during onboarding for a smooth experience.
• Assign accounts and balance workload across the team.
• Refine processes to increase operational efficiency.
• Collaborate with Sales, Support, CS, and Product across the lifecycle.
• Shape and scale the Implementation team with strategic initiatives.
• Be accountable to company-aligned goals tied to outcomes.

Skills

Team leadership

Retail platforms

Retail cannabis experience

Client-facing skills

Communication

Analytical thinking

First-principles thinking

Job description

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.

• 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.