Customer Success Manager

Customer Success Manager owns a mixed portfolio of customers and helps them realize meaningful value from their investment in Coconut Software. They drive adoption, lead strategic conversations, and help customers connect their goals to measurable outcomes.

Requirements

• 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.

Benefits

• 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!
• Paid vacation time