Enterprise Customer Success Manager

Our Enterprise Customer Success Managers work closely with our largest and most strategic customers at Coconut Software. They partner closely with our customers to understand their organization functions, how they have set up and leveraged Coconut, and help them get the most out of their Coconut investment. Our Enterprise CSMs build deep relationships with our customers, often acting as an extension of their internal teams.

This role is for you if you are someone that:

• Cultivates relationships. You’re comfortable building relationships across different teams both internally and externally and understands the importance of being multi-threaded at organizations.
• Takes ownership in complex situations. Whether it be identifying new opportunities for Coconut to grow the customer or managing escalations, you thrive on solving problems and bring in the right resources and team to help you execute on your plan
• Digs deep to really understand how things work. Our enterprise customers often have unique set ups and integrations and our Enterprise CSMs understand the ins and outs of how they have set up Coconut.
• Has a consultative mindset with a love for data. You know how to ask the right questions, connect the dots, and have been described as a trusted advisor. You also don’t shy away from data but rather you know when, where, and how to use data to tell a story or recommend an action to both your customers and colleagues.

Core metrics of this role include retention, customer satisfaction, product adoption, and supporting expansion. While reporting directly to the VP, Customer Experience, you are seen as a mentor to the rest of the Customer Success team and a go to person to help the team grow and develop.

YOU’RE FIRED UP TO:

• Identify successful plays and best practices for our enterprise customers and help refine existing internal processes for the Enterprise team
• Leverage both qualitative and quantitative data points to provide recommendations to your customer to help them get the most out of Coconut as well as inform Coconut Leadership on the customer’s health
• Deepen relationships with our key contacts while identifying other key stakeholders at our customer’s organization
• Oversee large and complex customer accounts. Proactively engage customers throughout their Coconut journey from go-live to renewal to growth. Ensuring you thoroughly understand their set up and use of Coconut and advise them on additional functionalities, features, and integrations to deepen their outcome with Coconut
• Work closely with the Enterprise Sales team to identify and maximize new opportunities across the named Enterprise accounts
• Create meaningful and personal moments for our customers and turn them into raving advocates of Coconut
• Demonstrate Coconut Software’s values and project a positive, upbeat, and professional tone in all communications, both internal and external
• Travel to customer sites and between Coconut’s offices as needed
• Collaborate closely with the Enterprise Pod consisting of Account Executives, Account Managers, Solution Engineers, and Implementation Managers to deliver ROI to customers, drive advocacy amongst the customer organization, and tee them up for ongoing success and growth with Coconut Software

WHAT YOU BRING TO THE TEAM:

• Creative thinker and problem solver who loves to tell stories. You can easily persuade us why a taco is a sandwich or vice versa and not afraid to share it in your application!
• 5+ years of B2B customer-facing SaaS experience working with customer organizations that have over 50,000 employees
• Experience navigating complex companies with different business units and buying needs
• Thrive in ambiguous environment with little or changing processes
• Exceptional communication skills whether over email, phone call, video call, or in-person
• Love helping others succeed, both our customers and your colleagues
• Experience working at/with financial institutions or fintech is an asset
• Thrive on understanding our customers inside and out - you are equally comfortable working with an individual contributor as you are with executives at our customers’ companies
• You push yourself to grow, learn and innovate and you’re looking for an opportunity to prove yourself where you can make a genuine impact and where your contribution is recognized (More than 22% of our team was promoted internally last year alone!)
• You are as comfortable using data to make informed decisions as you are reading between the lines of a customer conversation when forecasting health
• Comfortable using SFDC, Excel, Catalyst.io, Asana, and Jira
• An entrepreneurial spirit. The Enterprise CSM, alongside the overall enterprise pod, partners closely with both prospects and customers and deep dives into their workflows and needs, often charting a path that hasn’t been crossed before.

Our Investment in You:

• 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
• Ability to do your job in a supported, but still flexible environment;
• We work regular business hours Monday to Thursday. Then, we’re encouraged to take Fridays off to rest, recharge, and do the things that make us happy!
• Work in a team big enough for growth but lean enough to make a real impact
• “Cabana Days” - our version of a 4 Day Work Week!

A full range of benefits to keep you happy & healthy;

• Annual Wellness Benefit ($1000 per year)
• Employee Options - everyone shares in our success!
• Recently named #4 on the Top 10 Best Workplaces in Canada
• A People First Company - 4.8 rating on Glassdoor
• Opportunity to work remote - anywhere in Canada!
• Competitive Salaries - we pay fairly based on experience and expertise, not your ability to negotiate!
• Internet Subsidy
• Mental health online platform and counselling services
• Tiki Bucks Incentive Program - means everyone is entitled to earn bonuses
• Health & Dental Benefits, Virtual Care & Disability top up

Who we are, and what we do:

Mission

We believe in a world where advisors can create long lasting relationships with their customers and operate more efficiently.

Values

Collaboration. Honesty. Empathy. Elevate. Respect. Sharing.

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.