Coconut Software - Customer Success Manager

• 3-5 years of relevant experience in Customer Success, Account Management, Consulting, Implementation, or another customer-facing SaaS role. • Demonstrated success managing a portfolio of B2B customers and building strong customer relationships that drive retention and long-term value. • Strong facilitation and communication skills, including the ability to lead customer meetings and present confidently to executive-level stakeholders. • Experience using data to identify trends, assess account health, support recommendations, and tell a compelling story about customer outcomes. • Strong business judgment and the ability to prioritize effectively across a mixed portfolio with varying levels of complexity and customer need. • A consultative mindset with a genuine interest in understanding customer business goals and helping customers achieve meaningful outcomes. • Strong written and verbal communication skills, with the ability to tailor your message to technical and non-technical audiences. • Comfort working in ambiguity and helping refine how customer success is delivered as Coconut continues to grow and evolve. • Experience in financial services, fintech, or complex workflow-based software is an asset. • Familiarity with customer success and operational tools such as Salesforce, Catalyst or similar customer success platforms, Google Workspace, Slack, Jira, Zendesk, Looker, and related reporting or lifecycle tooling is an asset. • Bachelor’s degree in Business, Communications, Marketing, or a related field, or equivalent proven experience. • Ability and willingness to travel to customer sites or Coconut events as needed. • The expected hiring range for this role is $75,000 - $90,000. • We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, assessing responses, or synthesizing interview notes. These tools assist our talent team but do not replace human judgment. Final hiring decisions are always made by humans. If you would like more information about how your data is processed, please talk to your Talent Partner. We believe in using AI thoughtfully and transparently, so we ask candidates to take the same approach and disclose the use of AI at any stage in their application or interview process. • Our Investment in You: • Find your flow with Cabana Days. We offer flex-time and flex-days so you can recharge and be your best self. We empower our team to prioritize their well-being, knowing that a well-rested team is a productive one. While we offer this flexibility, our commitment to service excellence is unwavering. This benefit comes with a shared responsibility: our customers are our top priority. We ask that you remain available and responsive on flex-days, as needed, to ensure our customers' needs are always met promptly. • Ability to do your job in a supported, but 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! • A People First Company - 4.2 rating on Glassdoor • "Most Admired Corporate Cultures" (2024) and ranked #22 in "Best Workplaces in Canada" (2025) in company size category