Customer Success Coordinator

Job Title: Customer Success Coordinator

Location: Matawan, NJ (Onsite)

Travel: Up to 25%

Language Requirement: Bilingual (English & Spanish)

Position Overview

The Customer Success Coordinator is a relationship-driven role responsible for delivering a seamless, high-touch onboarding and support experience for new store partners. Acting as a primary point of contact, this individual will guide store owners and managers from initial onboarding through early operations, ensuring a smooth transition and strong foundation for long-term success.

This role requires close collaboration across internal teams, strong organizational skills, and a proactive, service-oriented mindset to create a consistent, efficient, and white-glove experience.

Key Responsibilities

• Serve as the primary point of contact for new store owners and managers throughout onboarding and early operations.
• Build strong, trust-based relationships and act as an advocate for store needs internally.
• Coordinate cross-functional onboarding efforts across internal teams, vendors, and store stakeholders.
• Lead or support recurring onboarding/status calls to ensure alignment and progress.
• Guide new stores through onboarding requirements including documentation, system access, and training.
• Translate store needs into actionable items for internal teams and provide clear status updates.
• Deliver a high-quality, personalized onboarding experience that reflects a strong customer-first approach.
• Monitor onboarding timelines and proactively address risks, delays, or gaps.
• Identify and resolve miscommunications, ensuring clarity on next steps and accountability.
• Support stores during the first 30 days post-opening, connecting them with resources as needed.
• Capture feedback and insights to continuously improve onboarding processes and the overall customer experience.

Qualifications

• Bachelors degree or equivalent work experience preferred.
• 35 years of experience in customer success, onboarding, account management, operations, or a related field.
• Bilingual fluency in English and Spanish (required).
• Strong organizational and multitasking skills with the ability to manage multiple priorities simultaneously.
• Excellent communication and interpersonal skills with a customer-centric mindset.
• Proven ability to collaborate cross-functionally and influence without direct authority.
• Ability to anticipate challenges and proactively drive solutions.
• Comfortable facilitating meetings, training, and onboarding sessions.
• Proficiency in Microsoft Office and familiarity with CRM, onboarding, or project management tools.