Remote Senior Customer Success Manager

Summary

Join our team as a Customer Success Manager at Coconut Software, where you'll work closely with large and strategic customers to understand their organization functions and help them get the most out of their Coconut investment. As an Enterprise CSM, you'll build deep relationships with customers, often acting as an extension of their internal teams.

Requirements

• Proficient English/French communication skills
• 5+ years of B2B customer-facing SaaS experience working with customer organizations that have over 50,000 employees
• Experience navigating complex companies with different business units and buying needs
• Thrive on understanding our customers inside and out - you are equally comfortable working with an individual contributor as you are with executives at our customers’ companies
• Love helping others succeed, both our customers and your colleagues
• Exceptional communication skills whether over email, phone call, video call, or in-person
• Creative thinker and problem solver who loves to tell stories
• An entrepreneurial spirit. The CSM, alongside the overall pod, partners closely with both prospects and customers and deep dives into their workflows and needs, often charting a path that hasn’t been crossed before
• You are as comfortable using data to make informed decisions as you are reading between the lines of a customer conversation when forecasting health
• Thrive in ambiguous environment with little or changing processes
• Comfortable using SFDC, Excel, Catalyst.io, Asana, and Jira

Responsibilities

• Oversee large and complex customer accounts
• Proactively engage customers throughout their Coconut journey from go-live to renewal to growth
• Ensure you thoroughly understand their set up and use of Coconut and advise them on additional functionalities, features, and integrations to deepen their outcome with Coconut
• Deepen relationships with our key contacts while identifying other key stakeholders at our customer’s organization
• Collaborate closely with the Enterprise Pod consisting of Account Executives, Account Managers, Solution Engineers, and Implementation Managers to deliver ROI to customers, drive advocacy amongst the customer organization, and tee them up for ongoing success and growth with Coconut Software
• Work closely with the Enterprise Sales team to identify and maximize new opportunities across the named Enterprise accounts
• Leverage both qualitative and quantitative data points to provide recommendations to your customer to help them get the most out of Coconut as well as inform Coconut Leadership on the customer’s health
• Create meaningful and personal moments for our customers and turn them into raving advocates of Coconut
• Identify successful plays and best practices for our enterprise customers and help refine existing internal processes for the Enterprise team
• Demonstrate Coconut Software’s values and project a positive, upbeat, and professional tone in all communications, both internal and external
• Travel to customer sites and between Coconut’s offices as needed

Benefits

• Flexible work week (‘Cabana Days’) to enable employees to prioritize what is important and take time for rest and rejuvenation when possible
• Ability to do your job in a supported, but still flexible environment
• Supported professional development, learning & career opportunities - be supported in your growth journey!
• Regular 1:1 coaching with your leader and regular connection to a passionate executive team
• Work in a team big enough for growth but lean enough to make a real impact
• A full range of benefits to keep you happy & healthy
• Competitive Salaries - we pay fairly based on experience and expertise, not your ability to negotiate!
• Health & Dental Benefits, Virtual Care, & Disability top up - all starting from day 1!
• Virtual mental health and EAP platform
• WealthSimple GRSP & Matching
• Annual Wellness Benefit ($1000 per year)
• Opportunity to work remote - anywhere in Canada!
• Employee Options - everyone shares in our success!
• Internet Subsidy on each paycheck
• Tiki Bucks Incentive Program - everyone is entitled to earn bonuses!