Client Success Coordinator

Job Description

Job Description

Job Overview

Dietary Manager Online is seeking a personable, organized, and proactive Client Success Coordinator to support our clients and strengthen long-term relationships. This role combines customer service, software support, training, and client outreach to help healthcare and dietary professionals use DMO confidently and effectively.
The Client Success Coordinator will serve as a dependable point of contact for clients, identify and address concerns, and follow through on outstanding needs. Working closely with the Director of Client Success and Engagement, this individual will help improve client satisfaction, support daily operations, and contribute to client retention and business growth.

Responsibilities

Build and maintain client relationships: Conduct regular outreach to understand client needs, gather feedback, and ensure facilities feel supported.

• Address client concerns: Work with dissatisfied or disengaged clients to understand their frustrations, coordinate solutions, and rebuild confidence in DMO.
• Provide customer service and software support: Respond to questions, troubleshoot routine issues, and communicate clear, helpful guidance.
• Develop strong software knowledge: Learn DMO’s features, reports, and workflows to help clients use the platform effectively.
• Support onboarding and training: Coordinate onboarding activities, assist with software demonstrations and refresher training, and follow up as clients become familiar with the platform.
• Own follow-through: Track open questions, support requests, and commitments to ensure clients receive timely updates and resolutions.
• Coordinate technical escalations: Document issues, collect relevant details, and collaborate with internal teams on matters requiring additional support.
• Maintain accurate client records: Keep facility contacts, regional contacts, staff changes, and communication history current.
• Encourage software adoption: Identify opportunities to introduce useful features and resources that support each client’s daily operations.
• Improve client resources: Help create and maintain FAQs, training materials, walkthroughs, and other support documentation.
• Share client insights: Summarize recurring concerns, feature requests, and training needs to inform team discussions and service improvements.
• Support retention and growth: Identify at-risk relationships and potential opportunities to expand DMO’s services, sharing findings with leadership.
• Assist with daily operations: Support scheduling, client communications, reporting, and related administrative activities.

Requirements

• Strong written and verbal communication skills, with a professional and approachable manner.
• A client-focused mindset and the ability to handle concerns with patience, empathy, and sound judgment.
• Strong organizational skills, attention to detail, and consistent follow-through.
• Comfort learning new software and explaining technical information in straightforward terms.
• Problem-solving skills and the ability to recognize when an issue requires escalation.
• Ability to manage multiple priorities, work independently, and collaborate with a small team.
• Proficiency with common business tools, including email, spreadsheets, video conferencing, and document applications.
• Professional discretion when handling confidential client and business information.

Preferred Qualifications

• One or more years of experience in healthcare, dietary services, or software as a service (SaaS).
• Experience in customer service, client success, account coordination, software support, or a related role.
• Familiarity with healthcare facilities, food service operations, or dietary department workflows.
• Experience onboarding clients, providing training, or conducting proactive customer outreach.
• Familiarity with customer relationship management (CRM) systems or support ticketing platforms.