Customer Success Coordinator, SMB

GPS Insight•Edmonton, AB

1d•Onsite

About The Position

This role supports a high-volume portfolio of SMB customers and focuses on delivering a consistent, scalable customer experience. Rather than traditional high-touch account ownership, this position emphasizes proactive outreach, retention support, value reinforcement, and timely resolution of customer needs. You will play a key role in helping GPS Insight achieve its growth and retention goals while maintaining high customer satisfaction. This role reports to the Manager of Customer Experience.

Requirements

2+ years of B2B customer-facing experience required.
1+ years of experience supporting SaaS customers preferred.
Comfortable engaging with customers across multiple platforms such as Outlook, Salesforce, Teams, phone, and chat.
Strong verbal and written communication skills.
Customer-first mindset with a sense of urgency and accountability.
Highly organized with the ability to prioritize, self-manage, and multitask in a fast-paced environment.
Comfortable working in a scaled, high-volume customer model.

Responsibilities

Serve as part of a team that supports a large volume of SMB customers across multiple communication channels (phone, email, chat, and video).
Act as a point of contact for customer questions, requests, and follow-ups, ensuring timely and effective responses.
Execute proactive, playbook-based outreach focused on customer adoption, engagement, and retention.
Identify customers showing signs of risk and escalate or collaborate internally to address issues early.
Reinforce product value by helping customers understand and use features that align with their business needs.
Process account-related activities such as expansion orders, hardware requests, and documentation in CRM systems.
Create and document leads for upsell and cross-sell opportunities in partnership with the Revenue team.
Collaborate closely with Support, Product, Sales, and Operations teams to resolve customer issues and improve the overall experience.
Serve as a voice of the customer, sharing feedback and trends that help improve products, processes, and customer outcomes.