Customer Success Coordinator

Job Title: Customer Success Coordinator
Department: Customer Success / Client Services
Reports To: Customer Success Manager / Director of Customer Success
Employment Type: Full-Time
 

Position Summary

The Customer Success Coordinator supports the Customer Success team in building strong, long-term relationships with customers and ensuring they receive value from the company's products or services. This position coordinates customer communications, onboarding activities, account updates, follow-ups, support requests, and internal processes.

The ideal candidate is highly organized, customer-focused, proactive, detail-oriented, and comfortable managing multiple customer needs while working collaboratively with sales, support, operations, and other internal teams.

Key Responsibilities
Support Customer Success Managers with day-to-day customer account activities.
Serve as a point of contact for customer questions, requests, and follow-ups.
Assist with new customer onboarding and implementation activities.
Schedule customer meetings, training sessions, check-ins, and account reviews.
Prepare meeting agendas, presentations, reports, and customer-facing materials.
Maintain accurate customer information, account records, and notes in the CRM.
Monitor customer requests, tasks, and follow-up activities to ensure timely completion.
Coordinate with internal teams to resolve customer issues and requests.
Follow up with customers regarding open questions, pending actions, renewals, and deliverables.
Help customers understand products, services, processes, and available resources.
Track customer activity, engagement, milestones, and important account updates.
Assist with customer retention and engagement initiatives.
Identify customer concerns or potential risks and escalate them to the appropriate Customer Success Manager.
Help collect customer feedback and communicate trends to internal teams.
Assist with renewal preparation and account documentation.
Maintain customer documentation, resources, and account information.
Support customer surveys and customer satisfaction initiatives.
Generate and maintain customer reports and performance tracking documents.
Coordinate internally to ensure customer commitments and deadlines are met.
Assist with customer communications, newsletters, announcements, and educational materials when required.
Maintain a high level of professionalism and responsiveness in all customer interactions.
Perform other customer success and administrative duties as assigned.
Required Qualifications
High school diploma or equivalent; bachelor's degree preferred.
Previous customer service, customer success, account coordination, sales support, or administrative experience preferred.
Excellent written and verbal communication skills.
Strong organizational and time-management abilities.
Excellent attention to detail.
Ability to manage multiple customers, tasks, and deadlines simultaneously.
Strong problem-solving and follow-up skills.
Customer-focused mindset with a proactive approach.
Comfortable using computers, email, spreadsheets, and business software.
Ability to work independently and collaboratively.
Strong professionalism and interpersonal skills.
Preferred Qualifications
1–3 years of experience in customer success, customer service, account management, or a related field.
Experience with CRM platforms such as Salesforce, HubSpot, or similar systems.
Experience with customer-support or ticketing platforms.
Experience coordinating customer onboarding or implementation.
Experience preparing customer reports or presentations.
Experience working in a SaaS, technology, professional services, or B2B environment.
Familiarity with customer success metrics and retention strategies.
Key Skills
Customer relationship management
Customer service
Account coordination
Communication
Organization
Time management
Follow-up
Problem-solving
CRM management
Data entry
Project coordination
Presentation skills
Attention to detail
Teamwork
Customer retention
Conflict resolution
Microsoft Office / Google Workspace
Performance Expectations / KPIs

Performance may be evaluated based on:

Customer satisfaction and engagement
Customer response and follow-up times
Completion of onboarding activities
Accuracy of CRM and customer records
Task and deadline completion
Customer retention and renewal support
Customer meeting and communication coordination
Resolution and escalation effectiveness
Quality and accuracy of customer documentation
Internal team satisfaction and collaboration
Working Conditions
Work may be performed in an office, remote, or hybrid environment.
Regular use of computers, CRM systems, email, video conferencing, and other business software.
Frequent communication with customers and internal teams.
May require managing multiple priorities and deadlines throughout the day.
Occasional schedule flexibility may be required to accommodate customer meetings or business needs.
Compensation & Benefits

Salary: $[XX,XXX–XX,XXX] annually / $[XX.XX–XX.XX] per hour

Benefits may include:

Medical, dental, and vision insurance
Paid time off
Paid holidays
401(k) or retirement plan
Life and disability insurance
Performance bonuses
Professional development and training
Employee discounts
Remote or hybrid work options, where applicable
Career advancement opportunities