Customer Success Manager

Our Customer Success Managers own a mixed portfolio of customers and are responsible for helping those customers realize meaningful value from their investment in Coconut Software.

This role is focused on post-implementation success: driving adoption, leading strategic conversations, demonstrating business impact, and helping customers connect their goals to measurable outcomes. You will manage a book of named accounts while also contributing to scaled customer success motions that help us support customers efficiently and effectively across the lifecycle.

This role is ideal for someone who can build trusted relationships, lead thoughtful and executive-ready conversations, and turn customer data, product usage, and workflow context into clear recommendations and next steps. You know how to balance proactive account management with scalable programs, and you are motivated by helping customers achieve results, not just complete tasks.

You are equal parts relationship builder, consultant, storyteller, and operator. You know how to move between day-to-day account guidance and bigger-picture conversations about business value, adoption strategy, and long-term success.

This role is for you if:

• You build trust quickly and know how to create strong relationships with both working teams and executive stakeholders.


• You are naturally curious and know how to ask the right questions to uncover customer goals, challenges, and opportunities.


• You are data-informed and comfortable using customer health, usage trends, and business context to guide your recommendations.


• You can lead strategic conversations that go beyond feature usage and help customers understand the value and outcomes Coconut is driving.


• You are organized, proactive, and accountable, with a strong ability to manage competing priorities across a varied portfolio.


• You are comfortable contributing to both high-touch account work and scaled digital customer success motions.


• You thrive in a fast-moving environment where process, tooling, and team structure continue to evolve.

YOU’RE FIRED UP TO

• Own a mixed portfolio of named customer accounts while sharing responsibility for scaled Digital Customer Success motions, and proactively guide customers from post-go-live through ongoing adoption, value realization, renewal readiness, advocacy, and growth.


• Build strong relationships with key customer stakeholders and develop a clear understanding of each customer’s goals, workflows, priorities, and definition of success.


• Lead regular customer touchpoints including strategic reviews, executive business reviews, success planning conversations, and adoption-focused meetings.


• Translate product usage, workflow outcomes, and customer feedback into a clear value story that demonstrates business impact and supports ROI discussions.


• Partner with customers to define success measures, align on priorities, and create actionable success plans that move their goals forward.


• Use both qualitative and quantitative signals to monitor account health, identify risks early, and recommend proactive actions to improve customer outcomes.


• Create executive-ready summaries, recommendations, and account plans that help customers and internal teams stay aligned on progress, priorities, and risk.


• Partner closely with Sales, Account Management, Implementation, Support, Product, and other internal stakeholders to deliver a seamless customer experience.


• Support renewal and expansion conversations by helping ensure customers understand the value of Coconut, are prepared for commercial discussions, and are positioned for long-term success.


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


• Share customer feedback, recurring themes, product gaps, and workflow insights with internal teams to help improve product direction, enablement, and customer experience.


• Contribute to the continued evolution of Customer Success at Coconut through playbooks, templates, process improvements, tooling ideas, and best practices.


• Explore emerging technologies, especially AI and LLMs, to better support customers, solve business challenges, and drive stronger outcomes. You have a solid understanding of how these tools work, a passion for continuous learning, and a track record of turning new ideas into real value for customers.

WHAT YOU BRING TO THE TEAM

• 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.

The base salary for this position is listed to support candidates to align themselves within the target range. The range is grounded in comprehensive analysis of national compensation data for similar roles and company sizes in the technology sector, alongside a review of our internal compensation framework to ensure pay equity across the company. Note that ranges may evolve over time. We aim to provide a fair offer and hire within this specified range. The final offer for this position will take a candidate's background, experience, skills, and internal equity into consideration. Top performers’ compensation will be reviewed annually, as part of our Performance Acceleration program (Performance Reviews, Compensation Reviews, etc.).

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

Who we are and What we do: 

Mission
To build  Intelligent Branch Solutions that deliver the outcomes financial institutions care about -  streamlining operations, enhancing customer experiences, and empowering staff to focus on what matters most.

Values
C ollaboration. H onesty. E mpathy. E levate. R esilience. 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.

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.