Customer Success Coordinator

WellHive•,

10d•$65,000 - $85,000

About The Position

The Customer Success Coordinator (CSC) combines hands-on case resolution with ownership of adoption activities that turn platform access into real usage. Acting as an extension of the Customer Success Manager (CSM), who owns the account relationship, the CSC handles day-to-day adoption and support activities, including resolving tickets and case-level issues affecting end users and providers and executing onboarding and go-live readiness work for new users and services. The CSC provides coverage continuity for assigned CSMs and stays close to the day-to-day workflow realities of their accounts.

Requirements

1–2 years of experience in a customer support, operations, coordination, or account-facing role.
Background in healthcare or healthcare technology, with an understanding of how healthcare organizations operate day to day.
Demonstrated grit and resourcefulness, including the ability to work through ambiguity and find solutions when situations are not fully defined.
Experience managing a high volume of tickets or incoming requests with timely resolution.
Comfort engaging directly with external end users, including delivering training or walking users through a process.
Strong attention to detail and effective time management across competing priorities.
Comfort working with data and CRM tools to support tracking, reporting, and issue resolution.
Strong written and verbal communication skills, including the ability to work with frontline end users and executive stakeholders.
Collaborative approach and ability to support an assigned CSM and internal teams across a broad range of requests.

Nice To Haves

Experience with the Department of Veterans Affairs, VA Community Care, or other federal healthcare programs.
Background in healthcare scheduling, referral coordination, or community care.
Familiarity with Salesforce or comparable CRM platforms.
Prior experience supporting a Customer Success, Account Management, or customer-facing team.
Experience delivering end-user training or onboarding support for a software platform.
Comfort independently owning a defined account or site territory rather than working only from a shared support queue.

Responsibilities

Run defined adoption plays in coordination with the account’s CSM, support go-live readiness for new users or services, and follow up to confirm new capacity is being used.
Deliver or coordinate end-user training tied to onboarding and platform rollouts.
Manage incoming support tickets from internal teams and end users via email and ticketing systems, ensuring timely acknowledgment, routing, and resolution.
Investigate and resolve escalated inquiries and support requests by identifying root causes and implementing appropriate resolutions.
Identify qualified leads through account relationships and route them to the sales organization, communicating lead information clearly and following through.
Assist supported CSMs with account-related needs and requests, coordinating with relevant internal teams.
Provide backup coverage for assigned CSM accounts during PTO, leave, or capacity surges, maintaining continuity of relationships and open items.
Assist with tracking and reporting Customer Success metrics, data integrity, and operational performance.
Identify account health or utilization risk signals through day-to-day casework and surface them to the account’s CSM.
Support internal teams and their accounts by addressing operational and account-related requests.
Work with CSMs and internal teams to resolve provider escalations that affect end-user care.
Contribute to ad hoc Customer Success projects and initiatives as assigned.