Customer Success Coordinator

We are seeking a proactive, organized, and customer-focused Customer Success Coordinator to support customers throughout their relationship with the company. The Customer Success Coordinator serves as a key point of contact for customers, helping ensure they receive timely support, understand products and services, achieve their goals, and have a positive overall experience.

This role works closely with Customer Success Managers, Sales, Support, Operations, and other internal teams to coordinate customer requests, maintain accurate account information, monitor customer needs, and ensure follow-up activities are completed on time.

The ideal candidate is highly organized, an excellent communicator, comfortable working with multiple priorities, and committed to building strong customer relationships.

Key Responsibilities
Serve as a primary point of contact for routine customer questions, requests, and follow-ups.
Support Customer Success Managers and account teams with day-to-day customer activities.
Coordinate customer onboarding activities and help ensure new customers have a smooth transition.
Schedule customer meetings, training sessions, product demonstrations, check-ins, and follow-up calls.
Communicate with customers through email, phone, video meetings, and other appropriate channels.
Respond to customer questions promptly and professionally.
Track customer requests, issues, action items, and follow-up activities.
Maintain accurate and up-to-date customer information in CRM and customer success platforms.
Monitor customer accounts for outstanding tasks, upcoming renewals, unresolved issues, or other important activities.
Coordinate internally with Sales, Support, Billing, Operations, Product, and other departments to resolve customer needs.
Escalate complex or urgent customer concerns to the appropriate team member.
Follow up with customers to confirm that questions and issues have been resolved.
Assist with customer renewals, account updates, contract-related processes, and retention activities.
Help prepare customer reports, presentations, account summaries, and meeting materials.
Maintain organized records of customer communications and activities.
Assist with customer surveys, feedback collection, and satisfaction initiatives.
Identify recurring customer questions or concerns and communicate trends to the Customer Success team.
Support customer engagement campaigns and educational communications.
Assist with creating and maintaining customer-facing resources, FAQs, guides, and documentation.
Help identify opportunities to improve the customer experience.
Ensure customer commitments and internal follow-up tasks are completed within established deadlines.
Participate in team meetings, training sessions, and process-improvement initiatives.
Perform other duties as assigned.
Customer Onboarding Responsibilities
Assist with onboarding new customers after the sale.
Coordinate onboarding schedules and required documentation.
Ensure customers receive appropriate welcome materials and resources.
Track onboarding milestones and outstanding tasks.
Coordinate internally to ensure products, services, accounts, or systems are properly set up.
Communicate next steps and expectations clearly to customers.
Follow up with customers throughout the onboarding process.
Help identify and escalate onboarding delays or potential customer concerns.
Customer Relationship Management
Build positive and professional relationships with customers.
Maintain regular communication and follow-up with assigned customers.
Understand customer needs, questions, and goals.
Help customers navigate company processes and available resources.
Track customer interactions and important account information.
Ensure customer concerns are appropriately documented and addressed.
Support customer retention and satisfaction initiatives.
Identify opportunities to increase customer engagement and product adoption.
Administrative Responsibilities
Maintain accurate CRM records and customer documentation.
Prepare reports, spreadsheets, presentations, and account summaries.
Update customer records following meetings, calls, emails, and other interactions.
Schedule appointments and manage calendars.
Track customer-related deadlines, tasks, and action items.
Organize digital files and customer documentation.
Assist with internal reporting and customer success metrics.
Support the Customer Success team with general administrative and operational tasks.
Required Qualifications
High school diploma or equivalent required; college degree preferred.
Previous customer service, customer success, account coordination, sales support, administrative, or related experience preferred.
Strong verbal and written communication skills.
Excellent organizational and time-management skills.
Strong attention to detail.
Ability to manage multiple customers, projects, and deadlines simultaneously.
Strong problem-solving and follow-up skills.
Comfortable communicating with customers and internal teams.
Ability to work independently while also collaborating effectively with a team.
Proficiency with computers, email, spreadsheets, and standard office applications.
Ability to learn CRM and customer success software quickly.
Professional, positive, and customer-focused attitude.
Preferred Qualifications
Experience working in a Customer Success, Account Management, Customer Support, or SaaS environment.
Experience using CRM platforms such as Salesforce, HubSpot, or similar systems.
Familiarity with customer success or ticketing platforms.
Experience coordinating customer onboarding.
Experience supporting account renewals or retention activities.
Experience preparing customer reports and presentations.
Familiarity with customer satisfaction metrics such as CSAT, NPS, retention, churn, and product adoption.
Key Skills
Customer relationship management
Customer service
Communication
Active listening
Organization
Time management
Problem-solving
Account coordination
Customer onboarding
Customer retention
Follow-up
CRM management
Data entry
Documentation
Multitasking
Attention to detail
Teamwork
Conflict resolution
Professionalism
Relationship building
Performance Expectations

Success in this position may be measured by:

Customer satisfaction and engagement
Timeliness of customer responses and follow-ups
Successful completion of onboarding activities
Accuracy of CRM and customer records
Completion of customer action items
Customer retention and renewal support
Resolution of customer requests
Internal response and coordination times
Quality of customer communication
Ability to meet individual and team goals
Work Environment

The Customer Success Coordinator may work in an office, hybrid, or remote environment. The position typically involves frequent communication with customers and internal teams through email, phone, video conferencing, CRM platforms, and other business software.

The role may require managing multiple priorities throughout the day and adjusting quickly to changing customer needs and business requirements.

Physical Requirements

Depending on the work environment, the position may require:

Sitting or working at a computer for extended periods.
Frequent use of a computer, keyboard, telephone, and other office equipment.
Ability to participate in virtual and in-person meetings.
Ability to communicate clearly with customers and coworkers.
Occasional movement of office materials or documents.
Compensation and Benefits

Compensation and benefits may include:

Competitive salary or hourly compensation
Medical, dental, and vision insurance
Paid time off
Paid holidays
Retirement plan or 401(k)
Performance bonuses or incentives
Professional development opportunities
Employee discounts
Remote or hybrid work options, where applicable

Benefits and compensation vary based on employer, location, and employment status.

Equal Employment Opportunity

We are an equal opportunity employer committed to providing a professional workplace free from unlawful discrimination and harassment. Employment decisions are based on qualifications, business needs, and other lawful considerations in accordance with applicable federal, state, and local laws.