Customer Success Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Manage a diverse portfolio of assigned customer accounts while collaborating on scaled Digital Customer Success initiatives, guiding customers from post-implementation through ongoing adoption, value realization, renewal preparation, advocacy, and growth.

• Establish strong relationships with key stakeholders within customer organizations, gaining a comprehensive understanding of their goals, workflows, priorities, and definitions of success.

• Facilitate regular customer interactions, including strategic reviews, executive business reviews, success planning discussions, and meetings focused on adoption.

• Convert product usage, workflow outcomes, and customer feedback into a compelling value narrative that illustrates business impact and supports ROI conversations.

• Collaborate with customers to define success metrics, align priorities, and develop actionable success plans that advance their objectives.

• Utilize both qualitative and quantitative signals to assess account health, identify risks early, and recommend proactive measures to enhance customer outcomes.

• Prepare executive-ready summaries, recommendations, and account plans that keep customers and internal teams aligned on progress, priorities, and risks.

• Work closely with Sales, Account Management, Implementation, Support, Product, and other internal teams to provide a seamless customer experience.

• Assist in renewal and expansion discussions by ensuring customers recognize the value of Coconut, are ready for commercial conversations, and are set up for long-term success.

• Contribute to scalable customer success initiatives by supporting programs such as webinars, office hours, lifecycle outreach, success resources, and repeatable digital plays when appropriate.

• Relay customer feedback, recurring themes, product gaps, and workflow insights to internal teams to enhance product direction, enablement, and customer experience.

• Participate in the ongoing development of Customer Success at Coconut through playbooks, templates, process enhancements, tooling innovations, and best practices.

• Investigate emerging technologies, particularly AI and LLMs, to better assist customers, address business challenges, and drive improved outcomes.

⛳️ Requirements

• 3-5 years of relevant experience in Customer Success, Account Management, Consulting, Implementation, or another customer-facing SaaS role.

• Proven success in managing a portfolio of B2B customers and cultivating strong relationships that promote retention and long-term value.

• Excellent facilitation and communication skills, including the capability to lead customer meetings and present confidently to executive-level stakeholders.

• Experience leveraging data to identify trends, evaluate account health, support recommendations, and narrate a compelling story regarding customer outcomes.

• Strong business acumen with the ability to effectively prioritize across a diverse portfolio with varying complexities and customer needs.

• A consultative approach with a genuine interest in understanding customer business goals and assisting them in achieving significant outcomes.

• Exceptional written and verbal communication skills, with the ability to tailor messages for both technical and non-technical audiences.

• Comfort with ambiguity and a proactive approach to refining how customer success is delivered as Coconut continues to grow and evolve.

• Experience in financial services, fintech, or software with complex workflows is an advantage.

• Familiarity with customer success and operational tools such as Salesforce, Catalyst or similar platforms, Google Workspace, Slack, Jira, Zendesk, Looker, and related reporting or lifecycle tools is beneficial.

• Bachelor’s degree in Business, Communications, Marketing, or a related field, or equivalent proven experience.

• Willingness and ability to travel to customer sites or Coconut events as necessary.

🏝️ Benefits

• Competitive Salaries - we compensate fairly based on experience and expertise, not on negotiation skills!

• Health & Dental Benefits, Virtual Care, & Disability top-up - all commencing from day one!

• Virtual mental health and EAP platform.

• WealthSimple GRSP & Matching.

• Annual Wellness Benefit ($1000 per year).

• Opportunity to work remotely - from anywhere in Canada!

• Employee Options - everyone shares in our success!

• Internet Subsidy on each paycheck.

• Tiki Bucks Incentive Program - everyone is eligible 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 the company size category.