Customer Success Manager - Mid-Market (18 Month Contract)

18 Month Contract

At the heart of our Customer Experience team, as a Customer Success Manager you live and breathe building relationships with our customers. You manage everything from getting new customers up and running, partnering with them to realize value and success through our platform, to supporting them through technical issues or training. You are passionate about championing customer experience, and believe that a personal touch and genuine demeanour are part of what sets us apart.

You believe in understanding the ins-and-outs of every customer - and what it takes for them to be successful. You rely on a blend of data driven decision making and gut intuition and have a keen eye for detail and understanding customer needs. You know how to ask the right questions, how to put customers at ease and have a passion for problem solving. You’re agile, analytical, and creative and your keen attention to detail makes you amazing at what you do!

We’re in a position to experience some pretty phenomenal growth in the coming months and are looking for an innovative Customer Success Manager to help scale the growth of our team. We’re pretty passionate about what we do we’re looking for someone as passionate about their work as we are! We’re not an ordinary company and we don’t expect you to be ordinary either!

YOU’RE FIRED UP TO

• Demonstrate Coconut Software’s values and project a positive, upbeat, and professional tone in all communications, both internal and external
• Work closely with sales, technical support, product, and account management to exceed customer expectations
• Create advocates and raving fans throughout your interactions with customers
• Leverage both qualitative and quantitative data points to identify customer health
• Build repeatable and successful plays to streamline and scale the customer success team
• Travel to customer sites and between Coconut’s offices as needed, when safe to do so.
• Proactively engages customers during throughout their Coconut journey from go-live to renewal to advocates to growth

WHAT YOU BRING TO THE TEAM

• SaaS experience is highly beneficial but we recognize experience comes from all walks of life
• Creative thinker and problem solver who loves to tell stories. You can easily persuade us why a burrito is a sandwich or vice versa (and not afraid to share it in your application!)
• Comfortable using SFDC, Excel, Catalyst.io, Asana, Slack, and Jira
• Driven to help others succeed, both our customers & your colleagues!
• Experience working in a fast-paced work environment with the ability to work independently, prioritize responsibilities, and manage time effectively. You thrive in a sometimes ambiguous environment with little or changing processes
• Understanding that most of the team is based in EST and sometimes need to accommodate for meetings
• Exceptional communication skills whether over email, phone call, video call, or in-person.
• 3-4 years of B2B customer-facing experience with high degree of comfort meeting and presenting to executive-level contacts
• You are as comfortable using data to make informed decisions as you are reading between the lines of a customer conversation when forecasting health