Customer Success Coordinator

The Customer Success Coordinator (CSC) at Xurrent is responsible for managing customer relationships across both direct and partner accounts, concentrating on high volume Starter and Corporate customers where growth and upsell is a positive and emerging trend.

The role will work across all EMEA regions, working alongside the Customer Success Managers, in support of the Renewal Coordinator, and the Account and Partner Managers. 

This role ensures customers understand the value they can gain from Xurrent’s solutions, increasing adoption and fostering extended use. By proactively identifying opportunities for growth and addressing challenges, the CSC plays a critical role in maintaining high retention, and helping to increase Customer Lifetime Value (CLTV) and Annual Recurring Revenue (ARR).

In addition, the CSC collaborates with internal teams and customers to build strong relationships, resolve escalated issues, and identify upsell opportunities. 

The ideal candidate will be located in or near London, and be willing to work from our Paddington office three days per week. Some travel is likely to visit key accounts and/or to industry events (about 10% of the time).

Responsibilities:

1. Customer Engagement and Relationship Management
1. Build and nurture strong, trusted relationships with both customers and partners through consistent, proactive communication
2. Maintain regular meetings with customers to monitor satisfaction, drive continued adoption, understand and resolve potential challenges and uncover expansion opportunities.
3. Foster strong relationships, ensuring key customers become Xurrent advocates and provide valuable references
4. Lead alignment meetings and reviews for key customers, ensuring alignment with their goals and identifying opportunities to prevent churn
2. Product Adoption and Upsell Initiatives
1. Identify opportunities to expand Xurrent’s services within existing customers, including driving upsell initiatives
2. Stay up to date on new product features, roadmap developments, and certifications, always sharing relevant knowledge with customers
3. Recommend and facilitate training programs to enhance customer engagement and product adoption
3. Collaboration and Cross-Functional Teamwork
1. Collaborate with internal teams (Product, Sales, Partner Management, Support) to address customer concerns, feature requests and escalated issues
2. Work cross-functionally to ensure a smooth customer experience, from onboarding to ongoing engagement

Requirements:

• 1+ years in Customer Success, Customer Services/Support, Business Development, or a related field in a SaaS provider
• A strong commitment to understanding customer needs and delivering value throughout their journey
• Excellent interpersonal skills, capable of building rapport with a wide range of stakeholders, from technical users to executive sponsors
• Ability to identify risks and challenges, and propose proactive solutions that drive successful outcomes
• Strong verbal and written communication skills, with the ability to explain complex issues clearly and concisely; additional language skills are a plus
• Able to multi-task, ensuring priority delivery to customer expectations
• Comfortable working with Salesforce, Google Workspace and other SaaS tools
• Ability to work collaboratively across departments, engaging stakeholders at all levels
• Thrives in a fast-paced, dynamic environment with a passion for continuous learning and growth
• Experience with a SaaS Partner ecosystem is a plus
• Fluent in a European language is a plus
• IT Service Management (ITSM) and/or IT Operations Management knowledge is an advantage, as the role will involve working with a diverse set of customers looking to optimize their IT services and operations.
• ITIL certification is a plus