Senior Customer Success Manager

Posted 2024-10-25

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💎 Seniority level: Senior, 5+ years

📍 Location: Canada

🔍 Industry: SaaS - Financial Technology

🏢 Company: Coconut Software

🗣️ Languages: English, French

⏳ Experience: 5+ years

🪄 Skills: LeadershipProject ManagementData AnalysisProduct ManagementProject CoordinationCross-functional Team LeadershipData analysisCommunication SkillsAnalytical SkillsCollaborationMicrosoft ExcelProblem Solving

Requirements:

Proficient English/French communication skills.
5+ years of B2B customer-facing SaaS experience working with organizations over 50,000 employees.
Experience navigating complex companies with different business units.
Ability to work with individuals and executives comfortably.
Strong desire to help customers and colleagues succeed.
Exceptional communication skills across various platforms.
Creative thinker and problem solver adept at storytelling.
Entrepreneurial spirit with a focus on understanding customer workflows.
Comfortable using data for decision-making and understanding customer health.
Thrive in ambiguous environments with evolving processes.
Proficient in SFDC, Excel, Catalyst.io, Asana, and Jira.
Bonus points for experience with financial institutions or fintech.

Responsibilities:

Oversee large and complex customer accounts.
Proactively engage customers throughout their Coconut journey from go-live to renewal to growth.
Deepen relationships with key contacts and identify other stakeholders.
Collaborate closely with the Enterprise Pod to deliver ROI and drive advocacy.
Work with the Enterprise Sales team to identify new opportunities.
Leverage qualitative and quantitative data to provide recommendations.
Create meaningful moments for customers to turn them into advocates.
Identify successful plays and best practices for enterprise customers.
Demonstrate Coconut Software’s values in all communications.
Travel to customer sites and between Coconut’s offices as needed.

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Senior Customer Success Manager

Requirements:

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