Customer Success Coordinator

Job Description

Job Description

Position Summary

The Client Success Coordinator supports the day-to-day success, retention, and growth of assigned U.S. accounts. This role combines client relationship management, in-venue device operations, technical coordination, CRM administration, and proactive business development. The Coordinator serves as a trusted point of contact, helping clients operate smoothly, understand the value of Rafflebox’s platform, and maximize their fundraising results.

Key Responsibilities

Client Success & Relationship Management

·         Assist in managing and supporting all assigned U.S. accounts, providing transparent communication, timely follow-up, and exceptional customer service.

·         Act as a primary point of contact for client inquiries and build positive, trusting relationships that position Rafflebox as a valuable strategic partner.

·         Provide end-to-end support to assigned clients to help ensure smooth and successful operation of their in-venue programs.

·         Partner with clients to demonstrate the value of Rafflebox’s services and connect platform use with measurable revenue and fundraising outcomes.

·         Proactively contact clients to identify and secure additional raffle opportunities, increasing engagement, retention, and platform utilization.

In-Venue Device Operations & Technical Support

·         Support inventory management for all U.S. in-venue devices, maintaining accurate records of device location, condition, maintenance status, and availability.

·         Provision, configure, test, and ship in-venue devices to U.S. clients, ensuring accuracy, readiness, and accountability throughout fulfillment.

·         Troubleshoot hardware and software concerns, document issues clearly, and coordinate efficient resolutions with internal technical teams when escalation is required.

·         Monitor recurring concerns and share observations that may improve device reliability, client training, or internal processes.

CRM, Collaboration & Growth

·         Maintain complete and up-to-date client, activity, opportunity, and follow-up records in HubSpot to support cross-functional visibility and informed decision-making.

·         Work closely with Sales, Marketing, Support, and other internal teams to provide a seamless and positive client experience from onboarding through ongoing account support.

·         Proactively identify, qualify, and engage U.S.-based nonprofits, charities, and community organizations using thoughtful, data-informed outreach strategies.

·         Share relevant client feedback, trends, risks, and growth opportunities with internal stakeholders.

Qualifications & Experience

·         Experience in customer success, account coordination, client support, sales support, operations, or a related client-facing role.

·         Experience working with a CRM; bonus points if you have experience with HubSpot.

·         Comfortable troubleshooting technology and learning new hardware, software, and digital platforms.

·         Experience supporting logistics, inventory, provisioning, or fulfillment processes is considered an asset.

·         Experience working with nonprofits, charities, fundraising technology, gaming, or regulated environments is considered an asset.

Knowledge, Skills & Abilities

·         Excellent written and verbal communication skills, with a professional, transparent, and client-focused approach.

·         Strong relationship-building skills and the ability to establish trust with a diverse client base.

·         Highly organized and detail-oriented, with the ability to manage multiple accounts, follow-ups, shipments, and priorities.

·         Practical problem-solving and troubleshooting skills, with sound judgment about when to resolve an issue independently and when to escalate.

·         A proactive, data-informed mindset with the confidence to identify client needs and pursue growth opportunities.

·         Strong collaboration skills and the ability to work effectively across Sales, Marketing, Support, and technical teams.

·         Accountability for accurate records, timely commitments, and a consistently high-quality client experience.

Rafflebox Technologies Inc. is committed to creating an inclusive workplace. We welcome qualified applicants and provide reasonable accommodations throughout the recruitment process upon request.