Customer Success Coordinator

The Customer Success Coordinator provides administrative, operational, and customer-facing support to the Customer Success team. This position helps manage customer relationships, coordinate onboarding activities, track customer requests, maintain account information, schedule meetings, and ensure customers receive timely and effective support throughout their relationship with the company.

The ideal candidate is organized, proactive, detail-oriented, and customer-focused, with strong communication and problem-solving skills. The Customer Success Coordinator works closely with Customer Success Managers, sales teams, support teams, operations, and customers to ensure a smooth and positive customer experience.

Key Responsibilities

• Provide day-to-day administrative and operational support to the Customer Success team.
• Serve as a point of contact for routine customer questions and requests.
• Assist with customer onboarding and implementation activities.
• Schedule customer meetings, training sessions, check-ins, and business reviews.
• Maintain accurate customer account information in CRM and customer-success systems.
• Track customer requests, action items, follow-ups, and deadlines.
• Monitor customer communications and ensure timely responses.
• Coordinate with internal departments to resolve customer issues.
• Assist Customer Success Managers with account management activities.
• Prepare customer reports, presentations, meeting agendas, and follow-up documentation.
• Maintain customer records, notes, contracts, and other relevant documentation.
• Monitor customer milestones and onboarding progress.
• Identify customers who may require additional assistance or follow-up.
• Assist with customer satisfaction surveys and feedback collection.
• Track customer engagement and account activity.
• Help identify opportunities to improve customer retention and satisfaction.
• Escalate complex customer concerns to the appropriate team member.
• Follow up with customers after support interactions, meetings, or implementations.
• Assist with renewals, account updates, and customer communications when applicable.
• Support customer training and educational initiatives.
• Maintain organized customer documentation and shared resources.
• Assist with customer events, webinars, and other engagement activities.
• Prepare internal reports and updates regarding customer activity.
• Identify recurring customer questions or issues and communicate trends to management.
• Perform other administrative and customer-success duties as assigned.

Customer Onboarding Responsibilities

• Coordinate new customer onboarding activities.
• Schedule kickoff meetings and implementation sessions.
• Collect required customer information and documentation.
• Track onboarding tasks and deadlines.
• Coordinate with implementation, sales, support, and technical teams.
• Ensure customers receive appropriate onboarding materials and resources.
• Monitor onboarding progress and communicate updates.
• Follow up on outstanding customer tasks.
• Help ensure customers transition successfully from sales to customer success.

Customer Relationship Support

• Build positive and professional relationships with customers.
• Respond promptly to routine questions and requests.
• Maintain regular communication with assigned customers.
• Understand customer needs and help identify appropriate resources.
• Document customer interactions accurately.
• Follow up on open issues and commitments.
• Support Customer Success Managers in maintaining strong customer relationships.
• Help promote customer satisfaction, engagement, and retention.

Administrative Responsibilities

• Maintain CRM records and customer databases.
• Update contact information, account details, notes, and activity records.
• Prepare spreadsheets, reports, presentations, and correspondence.
• Organize customer files and documentation.
• Maintain calendars and meeting schedules.
• Track customer-related tasks and deadlines.
• Prepare meeting agendas and take meeting notes when required.
• Maintain action-item lists and follow up with responsible parties.
• Assist with internal Customer Success reporting.

Required Qualifications

• High school diploma or equivalent required; associate or bachelor's degree preferred.
• Previous experience in customer service, customer success, sales support, administration, account coordination, or a related field preferred.
• Strong written and verbal communication skills.
• Excellent organizational and time-management abilities.
• Strong attention to detail.
• Customer-focused and professional approach.
• Strong problem-solving skills.
• Ability to manage multiple priorities and deadlines.
• Ability to work independently and as part of a team.
• Comfortable using computers and learning new software systems.
• Ability to handle customer information confidentially.

Preferred Qualifications

• Previous Customer Success or account-management experience.
• Experience working with SaaS or technology companies.
• Experience using CRM platforms.
• Experience with customer-success management software.
• Experience coordinating customer onboarding or implementation.
• Experience preparing customer reports and presentations.
• Familiarity with customer retention and engagement concepts.
• Experience working with cross-functional teams.

Technical Skills

Experience with the following is beneficial:

• Salesforce
• HubSpot
• Microsoft Dynamics
• Zendesk
• Intercom
• Gainsight
• Microsoft Excel
• Microsoft Word
• Microsoft Outlook
• Google Workspace
• Slack
• Microsoft Teams
• Zoom
• Project-management platforms
• Customer relationship management (CRM) systems
• Customer-success platforms

Key Skills and Competencies

• Customer success
• Customer service
• Account coordination
• Relationship management
• Communication
• Active listening
• Problem solving
• Organization
• Time management
• Attention to detail
• Follow-up
• Data entry
• CRM management
• Project coordination
• Multitasking
• Teamwork
• Professionalism
• Empathy
• Adaptability
• Conflict resolution
• Customer retention

Typical Daily Activities

A typical day may include:

1. Reviewing customer emails and requests.
2. Updating customer records in the CRM.
3. Scheduling customer meetings and onboarding sessions.
4. Following up on customer action items.
5. Coordinating with internal teams to resolve customer issues.
6. Preparing meeting agendas, reports, or presentations.
7. Monitoring onboarding progress.
8. Documenting customer interactions and account updates.
9. Assisting Customer Success Managers with account-related tasks.
10. Reviewing customer feedback and satisfaction information.
11. Following up with customers regarding outstanding requests.
12. Supporting customer training, webinars, or engagement activities.

Performance Expectations

The Customer Success Coordinator is expected to:

• Provide timely and professional customer support.
• Maintain accurate customer records and documentation.
• Complete follow-up tasks within established deadlines.
• Support successful customer onboarding and engagement.
• Communicate customer needs effectively to internal teams.
• Demonstrate strong attention to detail and organization.
• Help improve customer satisfaction and retention.
• Maintain a proactive and customer-focused approach.
• Handle confidential customer information appropriately.

Work Environment

The Customer Success Coordinator may work in an office, hybrid, or fully remote environment. The role involves frequent communication with customers and internal teams and may require managing multiple priorities simultaneously.

Employment Type

This position may be offered as:

• Full-time
• Part-time
• Contract
• Temporary
• Remote
• Hybrid
• On-site

Reporting Structure

The Customer Success Coordinator typically reports to a Customer Success Manager, Customer Success Director, Head of Customer Success, or Customer Experience Manager.

Equal Opportunity Statement

The company is committed to providing equal employment opportunities to qualified applicants and employees and prohibits discrimination in accordance with applicable federal, state, and local laws.