Customer Success Coordinator

Harbor Compliance

7d•$55,000 - $63,000

About The Position

Customer success is the engine behind our compounding high growth, and as a Customer Success Coordinator, you will play a pivotal role in ensuring the satisfaction and long-term retention of our most significant and complex clients. You will act as a dedicated champion for our customers, deeply understanding their unique goals to provide proactive support and responsive solutions. By executing key initiatives and maintaining a high standard of service, you will deliver a consistent, premium experience that fosters lasting partnerships and drives mutual success.

Requirements

1–3 years of experience in a customer-facing role such as customer success, account management, or a related service position.
Proven track record of meeting and exceeding performance targets, specifically related to response times and service level agreements.
Professional communication skills characterized by the correct use of syntax, grammar, and an articulate, confident tone in all interactions.
Exceptional written communication abilities, with experience producing organized, clear, and error-free documentation and correspondence.
High level of computer literacy, including proficiency with CRM systems, word processing, video conferencing, and online research.
Experience demonstrating software functionality to users and successfully driving the adoption of new digital tools or features.
Strong analytical and problem-solving skills with the ability to navigate complex issues and resolve conflicts with professionalism.

Nice To Haves

Direct experience working with entity management, licensing, tax, or records management solutions.
Background in a high-growth B2B environment, demonstrating the ability to adapt and excel in a fast-paced setting.
Familiarity with the Revenue Bowtie framework, specifically focusing on the stages of customer usage and growth.
Advanced proficiency in HubSpot or similar CRM platforms to manage customer relationships and sales pipelines.

Responsibilities

Deliver exceptionally responsive service by ensuring customer inquiries and comments receive a response within 8 hours.
Drive swift issue resolution by ensuring customer tickets are fully resolved within a 16-hour timeframe.
Maintain a high standard of customer excellence, consistently achieving a satisfaction rating of 90% or higher on post-interaction surveys.
Proactively identify and generate monthly expansion opportunities to support account growth and increased solution adoption.
Contribute to organizational knowledge and process predictability by producing or updating at least one high-quality process document or training resource each month.
Cultivate customer advocacy and social proof by securing three or more positive customer reviews per quarter.
Execute routine account hygiene and administrative tasks with high precision to ensure seamless internal operations and data integrity.
Serve as a reliable partner for large and complex accounts, providing the authoritative guidance and subject mastery needed to navigate their specific requirements.