Cocoon is hiring a
Customer Success Manager

Summary

Join a team that's tackling the complex world of employee leave and build the future of employee leave. As a Customer Success Manager, you'll enable customers to go live with their first leaves and become our greatest evangelists.

Requirements

• Build relationships at multiple levels of an organization from people ops manager to CFO
• Be comfortable negotiating commercials
• Speak & write clearly, concisely, and with empathy
• Think creatively about how to tackle first of kind problems our customers encounter
• Advocate for our customers with internal team by sharing feedback & insights
• Become a trusted advisor on leaves and the complex world of regulations & insurance surrounding leave to our customers as they scale
• Become an expert on our customers - where there are today, where they're going in 6-12 months, what they need to succeed in getting there
• Be able to break down what's required for a customer to go-live into the play-by-play and seamlessly bring our customers along for the ride
• Have a firm grasp on a wide range of important details in a customer's onboarding, and can project manage a complex launch to completion with rave reviews
• Plan out the phases of how you'll take a customer from deal signed to Cocoon evangelist
• Orchestrate the right touchpoints to build up to a successful renewal and business expansion when the time comes
• Build the playbook for what the Customer Success function looks like at Cocoon and train future team members

Responsibilities

• Enable customers like Figma, Benchling, & Affirm to go live with their first leaves
• Guide customers through the onboarding process to ensure their first employee who takes leave finds it delightfully simple
• Resolve challenges that arise and build even stronger trust with HR & People leaders
• Deliver value to customers by becoming their trusted advisor and demonstrating the value of Cocoon
• Advise Chief People Officers on how their leave policy can be a powerful tool for retention & recruiting
• Advise Benefits Directors on how to scale as the company grows
• Be a trusted ear for finance leaders on how our customers can offer an 'employees first' leave policy and save money along the way
• Lay the foundation for scaling our customer success team as a function

Benefits

• Competitive salary
• Equity
• Medical, dental, and vision insurance coverage
• Unlimited vacation and sick time
• Professional development budget
• Commuter benefits
• Office setup and wellness stipends
• 6-8 weeks of disability leave for birthing parents
• 12 weeks of bonding for birthing and non-birthing parents
• 4 weeks of flexible, paid compassionate leave
• Flexible work schedule
• Daily in-office lunches