Customer Success Coordinator

Job Summary

We are seeking a proactive, organized, and customer-focused Customer Success Coordinator to support customers throughout their relationship with our company. The Customer Success Coordinator will help ensure customers receive timely assistance, have a positive experience, understand our products or services, and receive the resources they need to achieve their goals.

This position works closely with Customer Success Managers, Sales, Support, Operations, and other internal teams to coordinate customer activities, maintain accurate account information, monitor customer needs, and help improve customer satisfaction and retention.

Key Responsibilities

• Serve as a reliable point of contact for customers and provide professional, timely assistance.
• Support customer onboarding and help new customers understand products, services, processes, and available resources.
• Coordinate customer meetings, check-ins, training sessions, demonstrations, and follow-up activities.
• Assist Customer Success Managers with day-to-day account management activities.
• Monitor customer accounts and identify outstanding tasks, requests, or follow-ups.
• Respond to customer questions and coordinate with internal teams to resolve issues.
• Track customer requests, concerns, and resolutions in the CRM or customer success platform.
• Maintain accurate and up-to-date customer account information.
• Prepare customer reports, presentations, meeting materials, and account documentation.
• Follow up with customers after meetings, support interactions, onboarding activities, and other key milestones.
• Help ensure customers receive important communications, resources, updates, and documentation.
• Monitor customer engagement and identify opportunities for additional support or education.
• Assist with customer retention and engagement initiatives.
• Coordinate renewals, account reviews, surveys, and other customer lifecycle activities as assigned.
• Collect and organize customer feedback and communicate recurring issues to the appropriate internal teams.
• Work collaboratively with Sales, Customer Support, Product, Marketing, Finance, and Operations.
• Assist with customer satisfaction surveys and analyze basic customer feedback.
• Help develop and maintain customer-facing resources, guides, FAQs, and onboarding materials.
• Ensure customer issues and requests are properly prioritized and escalated when necessary.
• Maintain confidentiality of customer and company information.
• Perform administrative and operational duties related to customer success.
• Perform other duties and special projects as assigned.

Customer Experience Responsibilities

The Customer Success Coordinator is expected to:

• Build positive and professional relationships with customers.
• Communicate clearly and proactively.
• Listen carefully to customer needs and concerns.
• Follow through on commitments and deadlines.
• Take ownership of assigned customer requests.
• Demonstrate empathy and patience when addressing customer concerns.
• Identify potential customer issues before they become larger problems.
• Provide a consistent and high-quality customer experience.

Required Qualifications

• High school diploma or equivalent required; associate or bachelor's degree preferred.
• Previous experience in customer service, customer success, account coordination, sales support, administration, or a related field preferred.
• Strong written and verbal communication skills.
• Excellent organizational and time-management skills.
• Strong attention to detail.
• Ability to manage multiple customers, tasks, and deadlines.
• Strong problem-solving and follow-up skills.
• Professional and customer-focused attitude.
• Ability to work independently and collaboratively.
• Basic proficiency with Microsoft Office, Google Workspace, or similar productivity tools.
• Ability to learn CRM and customer success software quickly.

Preferred Qualifications

• 1–3 years of customer-facing or administrative experience.
• Experience with CRM systems such as Salesforce, HubSpot, or similar platforms.
• Experience with customer success or account management software.
• Experience supporting customer onboarding.
• Experience preparing reports and presentations.
• Experience working in SaaS, technology, professional services, or another customer-focused environment.
• Familiarity with customer retention and customer lifecycle concepts.
• Experience coordinating multiple accounts or projects.

Core Skills

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

Technology Requirements

The Customer Success Coordinator may use:

• CRM platforms
• Customer success management software
• Microsoft Office
• Google Workspace
• Email and calendar applications
• Video conferencing platforms
• Project-management tools
• Help-desk or ticketing systems
• Communication and collaboration platforms
• Reporting and analytics tools

Specific software requirements may vary by employer.

Performance Expectations

Success in this position may be measured by:

• Customer satisfaction
• Customer response and follow-up times
• Completion of onboarding activities
• Accuracy of customer records
• Timely completion of assigned tasks
• Customer engagement and retention
• Resolution and escalation of customer issues
• Quality of internal and external communication
• CRM data accuracy
• Team collaboration
• Achievement of department goals

Work Environment

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

The role may occasionally require flexible hours to accommodate customer schedules or business needs.

Physical Requirements

• Ability to work at a computer for extended periods.
• Ability to participate in phone and video conferences.
• Ability to communicate effectively through written and verbal channels.
• Ability to review and organize digital documents and customer records.
• Reasonable accommodations may be provided to qualified individuals with disabilities in accordance with applicable law.

Compensation and Benefits

Compensation will depend on experience, qualifications, location, and company pay structure.

Benefits may include:

• Health, dental, and vision insurance
• Paid time off
• Paid holidays
• Retirement plan or 401(k)
• Flexible or hybrid work arrangements
• Remote work opportunities
• Professional development and training
• Performance bonuses or incentives
• Employee discounts, where applicable

Reporting Structure

Reports To: Customer Success Manager, Customer Success Director, or designated department manager

Department: Customer Success / Customer Experience

Employment Type: Full-time, Part-time, or Contract

Equal Opportunity Statement

We are an equal opportunity employer committed to maintaining a professional workplace free from unlawful discrimination and harassment. Employment decisions are based on qualifications, business needs, and other lawful considerations.

Application

Interested candidates should submit a current resume and completed application through the company's designated application process. Qualified applicants may be contacted for an interview and/or additional assessment.