Full-Time Customer Success Manager

As a Customer Success Manager at Cocoon, you’ll own the long-term success of our customers. You’ll partner with HR, Benefits, and Finance leaders to drive measurable value, secure renewals, and unlock growth through strategic cross-sell and upsell opportunities. You’ll also help them deliver a leave experience that’s thoughtful, compliant, and scalable.

You’ll guide customers through key moments from implementation to renewals and expansion to becoming a trusted advisor and strategic partner every step of the way.

• Own the customer relationship post-sale: Build strong, consultative partnerships with a portfolio of accounts, becoming their go-to person for all things leave-related from onboarding through renewal.
• Drive expansion and upsells: Proactively identify opportunities for cross-functional adoption (e.g. new teams, geographies, or policies)
• Deliver measurable value: Use data and product insights to show ROI, surface impact, and guide renewal and expansion conversations.
• Advocate for customers internally: Share feedback with Product, Operations, Support, and Sales teams to improve our offering and anticipate customer needs.
• Lead strategic renewals: Prepare for and lead renewal conversations grounded in value delivered, usage insights, and future opportunities.
• Identify expansion opportunities: Spot ways Cocoon can support additional teams, policies, or workflows and partner with Sales when it’s time to grow.
• Build for scale: Help evolve the CS playbook, including lifecycle frameworks, success plans, and expansion workflows.

You'd be a great fit if you are:

• Revenue-minded and strategic
• A business savvy relationship builder
• An excellent communicator
• Customer-first
• Strategic and proactive
• Detail-oriented and dependable
• Curious and growth-minded

Bonus If You Have:

• Experience in HR tech, benefits platforms, or B2B SaaS.
• A background working with high-growth or early-stage teams.
• A background in identifying and executing on cross-sell and upsell opportunities.
• Familiarity with building out playbooks or contributing to cross-functional process development.

What is the last date for applying to the job?

Which countries are accepted for this remote job?