Job Description:
The Customer Success Coordinator is an experienced professional who owns the day-to-day coordination and operational execution of defined customer success workflows. The role ensures customer commitments, feedback, and cross-functional actions are documented, analyzed, routed, and completed, and recommends practical improvements when processes or outcomes are not meeting expectations.
Reporting to the Senior Manager of Customer Success, this role works independently on varied issues that require judgment, evaluation of available information, and adaptation of established approaches. Work is reviewed at key points. The coordinator partners with Customer Success, Sales, Product, Engineering, Operations, and senior internal and customer stakeholders, tailoring communication to the audience and helping influence timely resolution of customer priorities.
The role also supports Voice of Customer programs, including NPS and other customer feedback initiatives, and turns customer input into clear themes, reporting, and recommendations for improvement.
Responsibilities
Customer Coordination and Issue Resolution
Own tracking and follow-through for customer commitments, decisions, risks, and action items across assigned initiatives; identify delays and drive clear next steps with accountable partners.
Coordinate customer-related work across Sales, Engineering, Product, Operations, and other teams, ensuring requests and concerns reach the right owners and receive timely attention.
Assess unusual or cross-functional issues, gather and evaluate available information, identify likely causes or gaps, and recommend a course of action; escalate material risks when needed.
Facilitate internal and customer-facing discussions as appropriate, adapt communication to differing audiences, and explain customer priorities in a way that supports alignment and resolution.
Documentation and Knowledge Management
Maintain accurate customer records, meeting outcomes, decisions, and supporting documentation so teams can access reliable, current information.
Maintain and improve customer success knowledge resources in Confluence and create or manage Jira tickets for customer requests, initiatives, and follow-up work.
Apply consistent documentation practices and identify information gaps or process variations that could affect customer outcomes or execution.
Voice of Customer and Reporting
Coordinate NPS and other customer feedback activities, including survey setup, distribution, response tracking, and follow-up using SurveyMonkey or similar tools.
Organize and analyze customer feedback and operational data to identify recurring themes, emerging concerns, and opportunities for improvement.
Prepare clear reports and recommendations that communicate customer sentiment, relevant context, and potential actions to Customer Success and cross-functional partners.
Operational Improvement and Program Support
Own assigned Customer Success reporting and operational tracking, ensuring information is accurate and deadlines are met.
Prepare materials and coordinate inputs for customer business reviews and internal planning meetings.
Evaluate existing workflows and recommend or implement practical improvements that strengthen efficiency, accountability, and customer experience.
Contribute to special projects and initiatives, adapting established approaches to address changing needs and incomplete information.
Qualifications
Required Qualifications
Bachelor’s degree in Customer Success, Customer Operations, project or program coordination, account coordination, or a related professional role.
5+ years of experience in Customer Success, Customer Operations, project or program coordination, account coordination, or a related professional role.
Demonstrated ability to independently manage multiple workstreams, prioritize competing requests, and deliver accurate follow-through with limited day-to-day direction.
Sound analytical and problem-solving skills,…