Customer Success Coordinator

We are seeking a proactive, organized, and customer-focused Customer Success Coordinator to support our customers throughout their relationship with the company. The Customer Success Coordinator will assist with customer onboarding, account support, communication, issue resolution, retention activities, and administrative coordination.

The ideal candidate is an excellent communicator who enjoys building strong customer relationships, solving problems, staying organized, and ensuring customers have a positive experience. This role works closely with Customer Success Managers, Sales, Support, Operations, and other internal teams to ensure customer needs are addressed promptly and effectively.

Key Responsibilities

• Serve as a primary point of contact for customers regarding general questions, requests, and account-related needs.
• Support customer onboarding and implementation processes.
• Coordinate onboarding schedules, meetings, training sessions, and follow-ups.
• Communicate with customers by phone, email, video conference, and other approved channels.
• Monitor customer accounts and identify outstanding tasks, requests, or follow-ups.
• Respond to customer inquiries promptly and professionally.
• Track and resolve customer issues by coordinating with internal departments.
• Escalate complex customer concerns to the appropriate Customer Success Manager or department.
• Maintain accurate and up-to-date customer information in the CRM or customer success platform.
• Document customer interactions, requests, feedback, and resolutions.
• Follow up with customers to confirm that questions and issues have been resolved.
• Assist Customer Success Managers with account management and customer retention activities.
• Schedule customer meetings, business reviews, training sessions, and check-ins.
• Prepare customer reports, presentations, meeting agendas, and other materials.
• Monitor customer satisfaction and identify opportunities to improve the customer experience.
• Collect and communicate customer feedback to internal teams.
• Assist with renewal and retention activities as directed.
• Identify opportunities for additional products or services and communicate them to the appropriate sales or account management team.
• Help ensure customers understand available products, services, features, and resources.
• Maintain customer-facing documentation and resources as assigned.
• Track customer milestones, deliverables, and action items.
• Coordinate cross-functional tasks to ensure customer commitments are completed on time.
• Assist with customer surveys, engagement campaigns, and success initiatives.
• Support Customer Success leadership with special projects and process improvements.
• Perform other duties as assigned.

Customer Onboarding Responsibilities

• Coordinate new customer onboarding activities.
• Welcome new customers and provide relevant introductory information.
• Schedule kickoff meetings and training sessions.
• Ensure required customer information and documentation are collected.
• Track onboarding milestones and deadlines.
• Coordinate internally with Sales, Operations, Product, Support, and other teams.
• Follow up on outstanding onboarding tasks.
• Maintain accurate onboarding records.
• Help ensure customers successfully transition from onboarding to ongoing account management.

Customer Support & Relationship Management

• Build professional and positive relationships with customers.
• Demonstrate empathy, patience, and professionalism when handling customer concerns.
• Take ownership of customer requests and ensure appropriate follow-through.
• Keep customers informed about the status of open requests.
• Identify recurring customer concerns and communicate trends to management.
• Help prevent customer frustration by providing timely and accurate communication.
• Recognize opportunities to improve customer satisfaction and engagement.

Qualifications

Required Qualifications

• High school diploma or equivalent required; associate or bachelor's degree preferred.
• Previous experience in customer service, customer success, account management, sales support, administration, or a related field preferred.
• Excellent verbal and written communication skills.
• Strong organizational and time-management abilities.
• Excellent attention to detail.
• Strong problem-solving and follow-up skills.
• Ability to manage multiple customers, tasks, and deadlines.
• Comfortable communicating with customers through phone, email, and virtual meetings.
• Strong computer and data-entry skills.
• Ability to work independently and as part of a cross-functional team.
• Professional, positive, and customer-focused attitude.

Preferred Qualifications

• Previous Customer Success or SaaS experience.
• Experience using CRM platforms such as Salesforce, HubSpot, or similar systems.
• Experience using customer success, ticketing, or project-management platforms.
• Experience with customer onboarding or implementation.
• Experience supporting account renewals or retention initiatives.
• Experience preparing customer reports or presentations.
• Familiarity with customer satisfaction and retention metrics.

Technology Skills

The Customer Success Coordinator should be comfortable using:

• CRM systems.
• Customer success platforms.
• Microsoft Office or Google Workspace.
• Email and calendar applications.
• Video conferencing platforms.
• Ticketing and support systems.
• Project-management and collaboration tools.
• Spreadsheets and reporting tools.

Training will be provided on company-specific systems and software as necessary.

Key Performance Indicators

Performance may be evaluated based on:

• Customer satisfaction.
• Customer response and resolution times.
• Onboarding completion and timeliness.
• Customer engagement.
• Follow-up completion.
• Accuracy of customer records.
• Customer retention and renewal support.
• Quality and professionalism of customer communication.
• Completion of assigned customer success activities.
• Internal collaboration and responsiveness.

Core Competencies

• Customer Service
• Relationship Building
• Communication
• Active Listening
• Problem Solving
• Organization
• Attention to Detail
• Time Management
• Follow-Through
• Empathy
• Teamwork
• Adaptability
• Accountability
• Conflict Resolution
• Customer Advocacy

Work Environment

This position typically operates in a professional office or remote/hybrid environment and involves frequent communication with customers and internal teams.

The role may require:

• Managing multiple customer requests simultaneously.
• Working with customers across different time zones.
• Participating in virtual and in-person meetings.
• Occasional evening or weekend availability based on customer or business needs.
• Meeting individual and team performance goals.

Compensation and Benefits

Compensation and benefits will be based on the position, experience, location, and company policies. Benefits may include:

• Competitive salary or hourly compensation.
• Health, dental, and vision insurance.
• Paid time off.
• Paid holidays.
• Retirement savings plan.
• Performance incentives or bonuses, where applicable.
• Professional development and training opportunities.
• Employee assistance programs.
• Employee discounts, where applicable.

Equal Employment Opportunity

[Company Name] is an equal opportunity employer. We are committed to providing an inclusive workplace and consider qualified applicants without regard to legally protected characteristics under applicable federal, state, or local law.

Disclaimer

This job description describes the general nature and level of work performed in this position. It is not intended to be an exhaustive list of all duties, responsibilities, qualifications, or working conditions. Responsibilities may be modified based on business needs.