Customer Success Coordinator

A Customer Success Coordinator supports customers throughout their relationship with a company by helping ensure a positive customer experience, coordinating requests, resolving issues, monitoring customer needs, and supporting retention and satisfaction.

The role serves as a bridge between customers, Customer Success Managers, Sales, Support, Operations, and other internal teams. The ideal candidate is organized, responsive, empathetic, proactive, and skilled at building strong customer relationships.

Key Responsibilities

Customer Support & Relationship Management

• Serve as a primary point of contact for customer questions and requests.
• Respond to customer inquiries by email, phone, chat, or other communication channels.
• Build and maintain positive relationships with customers.
• Understand customer needs and provide timely assistance.
• Follow up with customers to ensure requests and issues are resolved.
• Maintain a professional, helpful, and customer-focused approach.
• Escalate complex issues to the appropriate Customer Success Manager or department.

Customer Onboarding

• Assist with onboarding new customers.
• Schedule onboarding calls, training sessions, and product demonstrations.
• Send welcome communications and onboarding materials.
• Help customers understand products, services, processes, and resources.
• Track onboarding progress and outstanding requirements.
• Follow up with customers who have incomplete onboarding activities.
• Coordinate with internal teams to ensure a smooth customer transition.

Customer Success Support

• Assist Customer Success Managers with day-to-day account management.
• Monitor customer accounts and identify outstanding tasks or requests.
• Maintain customer success plans, records, and account information.
• Track customer milestones and important dates.
• Assist with customer check-ins and follow-up activities.
• Help identify opportunities to improve customer satisfaction and engagement.
• Support customer retention and relationship-building initiatives.

Account & Data Management

• Maintain accurate customer information in CRM systems.
• Update contact information, account details, notes, and customer activity.
• Document customer conversations, requests, and resolutions.
• Track customer interactions and follow-up activities.
• Maintain organized customer records.
• Verify data for accuracy and completeness.

CRM & Administrative Support

• Manage customer information using CRM platforms.
• Create and update customer records.
• Track tasks, opportunities, renewals, and customer activity.
• Prepare customer reports and account summaries.
• Assist with administrative tasks for the Customer Success team.
• Maintain customer-related documentation and files.

Customer Issue Resolution

• Receive and document customer complaints or concerns.
• Investigate issues and coordinate with internal departments to find solutions.
• Communicate progress and expected timelines to customers.
• Follow up after resolution to confirm customer satisfaction.
• Identify recurring issues and communicate trends to management.
• Escalate urgent or high-impact issues appropriately.

Communication & Coordination

• Coordinate communication between customers and internal teams.
• Work with Sales, Support, Billing, Product, Operations, and Technical teams.
• Schedule customer meetings and appointments.
• Prepare meeting agendas and supporting materials.
• Take meeting notes and track action items.
• Ensure customer requests are communicated accurately to responsible teams.

Renewals & Retention Support

Depending on the company, responsibilities may include:

• Monitor upcoming renewals.
• Notify customers about renewal dates and requirements.
• Assist Customer Success Managers with renewal preparation.
• Track customer engagement and account activity.
• Identify customers who may require additional support.
• Assist with retention initiatives and customer outreach.
• Communicate customer feedback to internal teams.

Customer Feedback

• Collect customer feedback through surveys, calls, emails, and meetings.
• Document customer suggestions and concerns.
• Track customer satisfaction information.
• Identify recurring customer needs or pain points.
• Share relevant feedback with Product, Support, Sales, and leadership teams.
• Help identify opportunities to improve the customer experience.

Required Skills & Qualifications

• High school diploma or equivalent; college degree preferred.
• Previous customer service, customer success, account coordination, sales support, or administrative experience preferred.
• Excellent written and verbal communication skills.
• Strong interpersonal and relationship-building abilities.
• Excellent organizational and time-management skills.
• Strong attention to detail.
• Ability to manage multiple customers and priorities.
• Strong problem-solving and follow-up skills.
• Ability to work independently and as part of a team.
• Professional, friendly, and customer-focused attitude.
• Ability to handle difficult customer situations calmly.
• Strong computer and data-entry skills.

Technical Skills

Experience with:

• Salesforce
• HubSpot
• Zendesk
• Intercom
• Microsoft Dynamics
• Google Workspace
• Microsoft Office
• Microsoft Excel
• Microsoft Teams
• Slack
• Zoom
• Jira
• Asana
• Monday.com
• Customer support/ticketing platforms
• CRM and customer-management systems

Typical Daily Duties

A typical day may include:

1. Reviewing customer emails, tickets, and requests.
2. Responding to customer questions.
3. Updating CRM records.
4. Checking outstanding customer tasks.
5. Scheduling customer meetings and onboarding sessions.
6. Following up on unresolved issues.
7. Coordinating with internal departments.
8. Monitoring upcoming renewals or customer milestones.
9. Preparing customer reports and account summaries.
10. Documenting customer feedback.
11. Assisting Customer Success Managers with account activities.
12. Following up with customers to ensure satisfaction.
13. Escalating urgent or complex issues.
14. Updating task and project-management systems.

Key Performance Indicators (KPIs)

Performance may be measured through:

• Customer satisfaction (CSAT)
• Customer retention
• Customer response time
• First-response time
• Issue-resolution time
• Customer engagement
• Onboarding completion rate
• Renewal rate
• Number of customer requests resolved
• CRM data accuracy
• Customer feedback and quality scores

Key Performance Expectations

A successful Customer Success Coordinator demonstrates:

• Customer Focus: Consistently prioritizes customer needs.
• Communication: Communicates clearly, professionally, and promptly.
• Organization: Keeps customer records, schedules, and tasks organized.
• Responsiveness: Follows up quickly on customer requests.
• Problem Solving: Finds practical solutions and coordinates effectively.
• Empathy: Understands customer concerns and responds appropriately.
• Proactivity: Identifies potential issues before they become larger problems.
• Teamwork: Works effectively across departments.
• Attention to Detail: Maintains accurate customer information and documentation.

Resume Description

Customer Success Coordinator responsible for supporting customers throughout their journey and ensuring a positive, seamless customer experience. Managed customer inquiries, onboarding activities, account updates, follow-ups, issue resolution, and customer communications. Maintained accurate CRM records, coordinated with Sales, Support, Billing, Product, and Operations teams, and tracked customer requests and action items. Assisted with customer retention and renewal activities, collected customer feedback, monitored account activity, and escalated complex issues when necessary. Demonstrated strong communication, organization, relationship-building, problem-solving, and customer-service skills while consistently focusing on customer satisfaction and long-term success.