Customer Success Coordinator

We are seeking a highly organized, customer-focused, and detail-oriented Customer Success Coordinator to support our customer success team and help ensure customers have a positive and successful experience with our company.

The Customer Success Coordinator will assist with customer onboarding, account support, communication, scheduling, documentation, issue resolution, and customer follow-up. This role serves as an important link between customers and internal teams, helping ensure customer needs are addressed efficiently and that customers receive timely and professional support.

The ideal candidate is an excellent communicator, comfortable working with customers and multiple internal teams, highly organized, and able to manage competing priorities in a fast-paced environment.

Key Responsibilities

Customer Support

• Serve as a primary point of contact for assigned customers and customer inquiries.
• Respond to customer questions through email, phone, chat, and other communication channels.
• Provide accurate and timely information regarding products, services, accounts, processes, and policies.
• Listen carefully to customer concerns and identify appropriate solutions.
• Follow up with customers to ensure questions and issues have been resolved.
• Maintain a professional, friendly, and customer-focused approach during every interaction.
• Escalate complex or sensitive issues to the appropriate Customer Success Manager or department.

Customer Onboarding

• Assist with onboarding new customers and ensuring they have a smooth transition into the company's products or services.
• Coordinate onboarding meetings, calls, training sessions, and follow-ups.
• Prepare onboarding materials, documentation, and account information.
• Track onboarding activities and ensure required steps are completed.
• Communicate onboarding timelines, requirements, and next steps to customers.
• Work with internal teams to resolve onboarding issues or delays.
• Follow up with new customers after onboarding to identify questions or additional needs.

Account Coordination

• Maintain accurate customer account information in CRM and customer-management systems.
• Update customer records, contact information, account notes, preferences, and activity.
• Track customer requests, action items, follow-ups, and deadlines.
• Assist Customer Success Managers with account-related administrative tasks.
• Prepare customer reports, summaries, presentations, and other account materials.
• Help coordinate renewals, account reviews, meetings, and other customer activities.
• Monitor outstanding customer requests and ensure they are followed through to completion.

Customer Communication

• Send customer communications, reminders, updates, and follow-up messages.
• Schedule customer meetings and coordinate calendars.
• Prepare agendas and materials for customer meetings when needed.
• Document customer conversations, decisions, and action items.
• Ensure customers receive clear information regarding next steps and timelines.
• Maintain consistent communication with customers throughout the customer lifecycle.

Issue Resolution

• Receive and document customer concerns, complaints, and service requests.
• Investigate issues and gather relevant information from internal systems and teams.
• Coordinate with departments such as Sales, Operations, Billing, Product, Technical Support, and Finance to resolve customer problems.
• Track open issues until resolution.
• Communicate progress and expected timelines to customers.
• Escalate unresolved or high-priority issues appropriately.
• Identify recurring customer issues and communicate trends to management.

Customer Retention and Satisfaction

• Support initiatives designed to improve customer satisfaction and retention.
• Monitor customer engagement and identify customers who may require additional assistance.
• Help identify opportunities for additional training, resources, or support.
• Collect customer feedback and communicate insights to the appropriate teams.
• Assist with customer surveys and satisfaction initiatives.
• Help Customer Success Managers maintain strong customer relationships.

CRM and Data Management

• Maintain accurate and complete customer records in the CRM.
• Enter customer interactions, notes, tasks, opportunities, and follow-up activities.
• Keep customer contact information and account information current.
• Generate basic customer reports and account summaries.
• Assist with CRM data cleanup and quality-control projects.
• Ensure customer information is handled securely and confidentially.

Administrative Support

• Provide administrative support to the Customer Success department.
• Prepare spreadsheets, reports, presentations, and customer documentation.
• Organize customer files and electronic records.
• Assist with team meetings, customer events, webinars, and training sessions.
• Track deadlines, projects, and customer-related tasks.
• Assist with special projects and other duties assigned by management.

Required Qualifications

• High school diploma or GED equivalent.
• Previous customer service, administrative, account coordination, or customer success experience preferred.
• Excellent written and verbal communication skills.
• Strong organizational and time-management abilities.
• Excellent attention to detail.
• Strong problem-solving skills.
• Ability to manage multiple priorities and deadlines.
• Strong computer skills and ability to learn new software quickly.
• Ability to work independently and collaboratively.
• Professional and customer-focused communication style.
• Ability to maintain confidential customer information.

Preferred Qualifications

• Associate's or bachelor's degree in Business, Communications, Marketing, Customer Success, or a related field.
• 1–3 years of customer service, customer success, account management, or administrative experience.
• Experience working with CRM systems such as Salesforce, HubSpot, Zendesk, or similar platforms.
• Experience supporting customer onboarding.
• Experience working with customer accounts or client relationships.
• Experience preparing reports and working with spreadsheets.
• Experience in a SaaS, technology, healthcare, financial services, or other customer-focused environment.

Key Skills

• Customer service
• Customer relationship management
• Communication
• Organization
• Time management
• Problem solving
• Attention to detail
• Follow-up
• Data entry
• CRM management
• Account coordination
• Conflict resolution
• Multitasking
• Teamwork
• Professionalism

Performance Expectations

The successful Customer Success Coordinator will be expected to:

• Respond to customer inquiries promptly and professionally.
• Maintain accurate customer and account records.
• Complete customer follow-ups within established timelines.
• Support smooth and efficient customer onboarding.
• Resolve or appropriately escalate customer issues.
• Help maintain strong customer satisfaction and engagement.
• Consistently meet deadlines and departmental goals.
• Communicate effectively with customers and internal teams.
• Demonstrate reliability, ownership, and a customer-first mindset.

Typical Performance Metrics

Performance may be evaluated using:

• Customer satisfaction scores
• Customer response time
• Issue resolution time
• Customer onboarding completion
• Follow-up completion rates
• CRM data accuracy
• Customer retention and engagement
• Quality of customer communications
• Productivity and task completion
• Internal team feedback

Work Environment

The Customer Success Coordinator may work in an office, hybrid, or remote environment depending on company requirements.

The position typically involves regular computer use, frequent communication with customers and internal teams, CRM/database management, meetings, and coordination of multiple customer-related activities.

Schedule

• Full-time or part-time depending on company requirements.
• Standard business hours are typical.
• Occasional flexibility may be required for customer meetings, events, training sessions, or urgent customer needs.

Physical Requirements

• Ability to sit and work at a computer for extended periods.
• Ability to communicate by telephone, email, video conferencing, and chat.
• Ability to read and review electronic and printed documents.
• Ability to operate standard office equipment.
• Ability to occasionally attend customer meetings or company events as required.

Confidentiality

The Customer Success Coordinator may have access to confidential customer, financial, business, and company information. The employee must protect confidential information and follow all company privacy, security, and information-handling policies.