Customer Success Manager

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 pla