Customer Success Coordinator

Customer Success Coordinator

The Customer Success Coordinator is responsible for delivering an exceptional customer experience by exceeding expectations and building strong, lasting relationships. This role supports both internal teams and external clients through proactive communication, operational coordination, and a customer-centric approach. The Coordinator ensures efficient management of client requests, supports revenue growth initiatives, and contributes to continuous process improvement.

Essential Functions

• Coordinate and prioritize incoming upsell and cross-sell opportunities from Customer Success Representatives
• Analyze account data and run reports to identify opportunities and provide recommendations to Customer Success leadership
• Provide prompt, professional, and accurate communication to internal and external clients
• Serve as an escalation point for complex or high-priority client and internal requests
• Maintain contact center service standards and performance expectations
• Verify, update, and maintain accurate customer and account information in systems
• Collaborate cross-functionally to ensure seamless delivery of services and support to customers
• Support the development and implementation of best practices and operational procedures to improve efficiency
• Maintain accurate documentation and complete administrative tasks, including time entry, in a timely manner
• Uphold company values and consistently deliver a high-quality customer experience
• Participate in required company and departmental meetings
• Perform additional duties as assigned

This job description is not intended to be a comprehensive list of all responsibilities, duties, or skills required. Duties and responsibilities may change at any time with or without notice to meet business needs.

Qualifications

• High school diploma or equivalent required; associate or bachelor's degree preferred
• 13 years of experience in customer service, account coordination, or client success role preferred
• Experience working in a fast-paced, customer-facing environment
• Familiarity with CRM systems and Microsoft Office Suite (Excel, Outlook, Word)

Required Skills

• Strong verbal and written communication skills with the ability to interact effectively with internal and external stakeholders
• Excellent organizational and time management skills with the ability to manage multiple priorities
• High attention to detail and accuracy in documentation and data management
• Problem-solving mindset with the ability to assess issues and escalate appropriately
• Ability to work both independently and collaboratively within a team
• Customer-focused approach with a commitment to delivering a positive client experience
• Adaptability and ability to thrive in a dynamic, fast-paced environment
• Proficiency with business systems, CRM tools, and data reporting