Customer Success Manager

About Coconut Software: Coconut Software is an award-winning technology pioneer building Intelligent Branch Solutions that optimize operations, elevate customer experience, and maximize staff capacity for enterprise banking and financial institutions across North America (including RBC, Arvest Bank, Vancity, and Rogue Credit Union). Backed by close to $40M in venture funding and doubling revenue year over year, Coconut ranks among Canada's Most Admired Corporate Cultures and top-tier Best Workplaces (2025).

Position Overview

We are seeking a consultative, data-informed Customer Success Manager to own a strategic mixed portfolio of named enterprise accounts across Canada. Operating at the vital intersection of relationship management, post-implementation adoption strategy, and commercial growth, you will proactively guide customers through ongoing value realization, health calibration, and renewal readiness. This track demands an analytical storyteller capable of converting product usage trends and workflow context into executive-ready ROI business reviews.

Key Responsibilities

• Portfolio Account Governance: Manage a mixed book of enterprise customer accounts from post-go-live implementation through adoption loops, long-term retention, and cross-channel advocacy.
• Executive Business Reviews (EBRs): Schedule, prepare, and lead high-impact strategic business updates, customer touchpoints, and health-mapping reviews with C-suite stakeholders.
• Adoption & Value Architecture: Analyze customer data trends and feature metrics to compile clear value stories, confirming platform outcomes map directly to client investment expectations.
• Risk Mitigation Tracking: Monitor quantitative system health signals to detect account friction loops early, executing proactive mitigation playbooks to secure renewal pipelines.
• Scaled CS Program Management: Contribute to digital customer success motions by supporting scaled webinars, lifecycle outreach documentation, and repeatable digital plays.
• Cross-Functional Collaboration: Partner closely alongside internal Sales, Product Management, Implementation, and Technical Support teams to stream product gap insights and user feature requests back into engineering.
• Emerging Tech Exploration: Explore and adopt modern generative AI and LLM workflows to streamline client interaction metrics and drive better automated outcomes for customers.

Required Skills & Qualifications

• 3 to 5 years of verified professional experience operating within Customer Success, Account Management, Consulting, or a related high-touch B2B SaaS customer-facing role.
• Demonstrated tracking history managing a complex portfolio of corporate accounts, maintaining net revenue retention and lifetime values.
• Strong analytical comfort utilizing product usage statistics and health telemetry data to identify retention trends and construct ROI cases.
• Superb facilitation and communication mechanics, with the polished ability to present data dashboards confidently to executive stakeholders.
• Strong business judgment with a consultative, autonomous approach to solving multi-tier operational dependencies.
• Bachelor’s degree in Business Administration, Communications, Marketing, or an equivalent level of validated professional practice.
• Location Context: 100% remote working infrastructure and flexible operational tracking open to qualified professionals residing anywhere within Canada.

Preferred Advantages (Nice to Have)

• Direct previous experience supporting fintech products, financial services architectures, or sophisticated enterprise workflow-based software.
• Familiarity navigating standard customer success and lifecycle tooling platforms (e.g., Salesforce, Catalyst, Zendesk, Looker, Jira, or Slack).

What We Offer

• Expected Compensation Range: $75,000 – $90,000 CAD per annum (Final salary packaging is calibrated fairly based on background, skills audit, and internal pay equity framework metrics).
• Autonomous work flexibility through our Cabana Days policy (flex-time and flex-days framework).
• Comprehensive Health & Dental Benefits, Virtual Care networks, and disability top-ups starting from Day 1.
• WealthSimple GRSP matching provisions alongside an annual $1,000 Wellness Benefit allotment.
• Generous equity options grants, internet data paycheck subsidies, and performance acceleration bonus structures (Tiki Bucks Incentive).