• Provide day-to-day Salesforce support for Commercial users (queries, issues, access requests) • Troubleshoot issues and escalate effectively to the Revenue Systems Lead • Handle routine admin work (users, permissions, fields, layouts, list views, reports/dashboards) • Improve data quality by identifying recurring issues, duplicates/inconsistencies • Support controlled change: testing/UAT support, release checks, documentation • Create and maintain lightweight docs/playbooks for common requests • Challenge poor decisions and propose better ways of working

• Own and maintain the integrated marketing campaign calendar, aligning all channels – email, social, paid, in-property, and PR – around a unified narrative. • Develop campaign briefs from strategy through execution, partnering with channel leads and Regional Marketing Directors to ensure on-time, on-brand delivery. • Build and manage the campaign intake process so internal stakeholders have a clear path to request, track, and review marketing support. • Track campaign performance across channels, delivering regular recaps with learnings and recommendations to continuously raise the bar. • Lead the buildout and ongoing optimization of our CRM in Revinate , including segmentation strategy, audience architecture, and automation workflow. • Define and manage the guest communication roadmap – from pre-arrival sequences and in-stay messaging to post-stay re-engagement and loyalty campaigns. • Design and manage the full guest lifecycle – acquisition, activation, engagement, and retention – with intentional messaging at every stage. • Serve as a primary writer for marketing campaigns, email copy, landing pages, and promotional materials – producing polished, brand-consistent content with speed and craft. • Partner with the broader team to uphold brand voice guidelines and bring consistency to how we communicate across touchpoints.

• Hire, lead, mentor, and manage a team of elite Technical Account Managers • Establish a culture of proactive customer support, guaranteeing proper implementation, timely achievement of benefits, widespread product usage, and decreased customer issues and concerns. • Build internal relationships, improve processes, and remove blockers to ensure efficient operations of the TAM team • Pitch TAM services to account teams and prospects • Provide guidance and support to TAMs regarding technical and procedural challenges and procedures. • Manage the delivery of TAM commitments to customers and ensure high customer satisfaction • Drive customer renewals and expansion goals • Hire, develop, mentor, and train TAMs for success and customer satisfaction

Role Description We’re currently looking for top talent to fill the role below: - Role: Customer Success Manager/Onboarding Manager - Monthly Rate: $1250 - 2150/month - Availability: Full-time - 40 hours/week - Time Zone: Eastern Time To streamline your application, please carefully review and complete ALL THREE items below before proceeding to the application form. What to Prepare: - English Proficiency Rating – You will need to enter your CEFR English proficiency level in the application form. If you’re unsure of your rating, you can take a quick assessment here: EF SET Quick Check. - Coconut VA Profile (Resume) – Before submitting your application, please create your Coconut VA profile using this template: Coconut VA Profile Template. ⚠️⚠️⚠️ YOUR RESUME MUST FOLLOW THIS FORMAT AND SHOULD BE IN ENGLISH. This is a test of how keen you are with details and how well you follow instructions. ⚠️⚠️⚠️ - 1-Minute Introduction Video – Record a short introduction video (preferably using Loom) and provide the link in your application. Before you do, check out these video tips and sample videos. Important: By submitting your video, you grant Coconut permission to share it on our platforms to help increase your chances of being matched with a client. Videos with broken or dummy links will result in disqualification. Qualifications - Strong organizational skills and attention to detail. - Technically curious and comfortable learning new software quickly. - Able to navigate basic CRM/admin workflows, integrations, API or OAuth-style setup steps, and customer configuration processes. - Able to translate technical concepts for non-technical customers. - Calm and confident in customer-facing situations, including when troubleshooting in real time. - Comfortable with CRM and workflow tools such as GoHighLevel, Notion, Slack, Loom, and Google Workspace. - Experience with trades, home services, field service software, ServiceTitan, Jobber, Housecall Pro, AccuLynx, or similar tools is a strong plus. - Comfortable operating in a fast-moving startup environment where processes are still being built and refined. Requirements - 2-4 years of experience in SaaS onboarding/implementation/customer success/account management, support, or technical customer-facing roles. - Comfortable running live customer calls and screen shares. - Strong written and verbal communication. Benefits - ✅ Competitive Salary – We recognize your skills and experience with a great compensation package. - ✅ 13th Month Pay – Enjoy an extra month’s salary—because who doesn’t love a little bonus? - ✅ Paid Time Off – Recharge with 12 days of PTO to use however you like—vacation, self-care, or just a break from it all! - ✅ US Holidays Off – Enjoy 12 paid US holidays throughout the year. - ✅ Maternity & Paternity Leave – We support growing families with dedicated leave for new parents. - ✅ Comprehensive Healthcare – We’ve got you and your family covered with quality healthcare benefits. - ✅ Life Insurance* – Our full-time HMO plan includes life insurance for extra peace of mind. - ✅ Mental Health Support – Prioritize your well-being with access to mental health consultations and wellness resources. - ✅ Milestone Gifts & Birthday Treats – We celebrate your achievements and make your special day even better! - ✅ Exciting Team Experiences – Think island getaways, virtual town halls, and regional meetups—because work should be fun, too! - ✅ Stay Connected – Be part of a supportive network where you can learn, grow, and connect with amazing people. Some benefits may vary. Full details will be provided during the onboarding process.