Customer Success Coordinator
About The Position
The Customer Success Coordinator is an early-career role supporting the post-sale customer journey, including adoption, utilization, market expansion, account health, and retention. The role is not assigned a permanent book of business; instead, it provides flexible capacity across the Customer Success organization during leave coverage, high-volume administrative cycles, proactive account reviews, data hygiene initiatives, and targeted at-risk customer activities. The coordinator works with Lead CSMs, Regional Managers, and cross-functional partners to support consistent, proactive, value-driven customer service and develop readiness for future book-of-business ownership. The position is remote/field-based. The employee must be located in the Central or Mountain time zone and able to travel 25%–50%.
Requirements
- Bachelor’s degree (BA/BS) or equivalent experience.
- Strong written and verbal communication skills.
- High sense of urgency.
- Strong organization, follow-through, and attention to detail.
- Excellent time management and prioritization skills.
- Comfort working with data, reports, dashboards, and customer information.
- Proficiency with Microsoft Office tools, especially Excel and PowerPoint.
- Ability to work across multiple priorities and stakeholders.
- Curiosity, coachability, and desire to grow in Customer Success.
- Professional judgment when handling customer and account information.
- 1–2 years of professional experience.
Nice To Haves
- Experience in customer success, support, training, or a client-facing role.
- Internship, campus leadership, customer-facing, sales, support, or account coordination experience.
- Background in SaaS, automotive retail, CRM, call center, customer care, implementation, or business operations.
- General CRM familiarity; experience with Salesforce, Totango, or similar tools is preferred.
- Exposure to customer health scoring, adoption reporting, or retention workflows.
- Experience preparing presentations, summaries, reports, or executive-ready materials.
Responsibilities
- Maintain accurate and timely account information, customer attributes, contacts, notes, sentiment, and risk indicators in CDK tools, including Totango, Salesforce, and other Customer Success tooling.
- Organize and summarize customer health, adoption, utilization, engagement, and risk data.
- Prepare account-level reporting to help CSMs and leaders identify trends, gaps, opportunities, and areas requiring action.
- Review priority lists for missing data, declining utilization, negative health-score trends, unresolved issues including case escalations, upcoming renewals, and other risk signals.
- Support research, documentation, timeline creation, issue tracking, and preparation for save or recovery discussions.
- Assist with follow-up coordination and internal updates related to retention plans.
- Support account planning and Success Plan preparation.
- Help assemble data, usage insights, reporting, and draft materials for Executive Business Reviews (EBRs).
- Surface observations and recommended next steps to Regional leadership.
- Support completion and follow-up of assigned Success Plays and tasks on priority accounts.
- Provide temporary support during leaves of absence, high-volume administrative periods, and targeted retention efforts.
- Help regional teams maintain continuity when capacity gaps arise.
- Receive coaching from Lead CSMs and experienced team members in preparation for future book-of-business ownership.
Benefits
- Medical benefits
- Dental benefits
- Vision benefits
- Paid Time Off (PTO)
- 401K Matching Program
- Tuition Reimbursement
- Annual performance bonus and/or other applicable incentive compensation plans may be included in the total compensation package.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
