Implementation Manager

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. Dutchie