Customer Success Manager

Our Enterprise Customer Success Managers work closely with some of our largest and most strategic customers at Coconut Software. They partner closely with our customers to understand their organization functions, how they have set up and leveraged Coconut, and help them get the most out of their Coconut investment. Our Enterprise CSMs build deep relationships with our customers, often acting as an extension of their internal teams.

This role is for you if you are someone that:

• Deeply likes to understand how things work. Our enterprise customers often have unique set ups and integrations and our Enterprise CSMs understand the ins and outs of how they have set up Coconut.
• Consultative mindset with a love for data. You know how to ask the right questions, connect the dots, and have been described as a trusted advisor. You also  don’t shy away from data but rather you know when, where, and how to use data to tell a story or recommend an action to both your customers and colleagues.
• Takes ownership in complex situations. Whether it be identifying new opportunities for Coconut to grow the customer or managing escalations, you thrive on solving problems and bring in the right resources and team to help you execute on your plan.
• Cultivates relationships. You’re comfortable building relationships across different teams both internally and externally and understands the importance of being multi-threaded at organizations.

Core metrics of this role include retention, customer satisfaction, product adoption, and supporting expansion. While reporting directly to the SVP, Customer Experience, you are seen as a mentor to the rest of the Customer Success team and a go to person to help the team grow and develop.

YOU'RE FIRED UP TO

• Oversee large and complex customer accounts. Proactively engage customers throughout their Coconut journey from go-live to renewal to growth. Ensuring 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

WHAT YOU BRING TO THE TEAM

• 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
• Bonus points for experience working at/with financial institutions or fintech

Our Investment in You:

• “Cabana Days” - our version of a 4 Day Work Week! T o enable our employees to do their best work, offering flexibility to prioritize what is important and to take time needed for rest and rejuvenation when possible based on business and operational needs.
• 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
• Mental health online platform and counselling services
• 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
• Tiki Bucks Incentive Program - means everyone is entitled to earn bonuses
• A People First Company - 4.6 rating on Glassdoor
• Recently named #4 on the Top 10 Best Workplaces in Canada

Who we are, and what we do:

Mission We believe in a world where advisors can create long lasting relationships with their customers and operate more efficiently.

Values C ollaboration. H onesty. E mpathy. E levate. R isilience. S ervice Excellence.

Coconut Software makes it effortless for customers to connect with their bank or credit union. Our appointment scheduling, queue management, and video banking solutions are used by leading financial institutions across North America, including RBC, Arvest Bank, Vancity, and Rogue Credit Union. Organizations that use Coconut benefit from a seamless customer experience that improves NPS, reduces wait times, and increases conversion rates.

To date we have raised close to 40M and have been doubling revenue year after year. The team at Coconut has ambitious growth plans to continue to scale the business to new heights by owning the North American market and delivering innovative solutions to our customers.

Coconut has a company culture that is best in class. We foster a community that is unconditionally inclusive, and in return ask that our people contribute their differing perspectives, ideas and experiences for one common purpose: to advance the way people live and work in an environment of diversity, equity and inclusion and workplace belonging.

Some recent awards we're proud of include:

Coconut Software is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act, 2005.