Customer Success Coordinator

Orgenesis, Inc.•Miami, FL

2d•$45,000 - $75,600•Hybrid

About The Position

Orgenesis is seeking a proactive, detail-oriented, and relationship-driven Customer Success Coordinator to support the success, retention, and satisfaction of customers, healthcare partners, research institutions, and strategic stakeholders across its global POCare™ platform. The Customer Success Coordinator plays a key operational role in supporting the Customer Success team by managing customer onboarding activities, tracking engagement, coordinating internal follow-ups, and ensuring a seamless customer journey across Orgenesis’ cell and gene therapy ecosystem. This role is ideal for someone who thrives in a fast-paced biotechnology environment and is passionate about delivering exceptional customer experiences.

Requirements

High School Diploma or GED required.
1–3 years of experience in customer service, customer success, account coordination, sales support, or administrative support.
Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
Experience with CRM platforms (Salesforce, HubSpot, or similar).
Familiarity with project management tools (Asana, Monday.com, Jira, or equivalent).
Strong data entry and reporting skills.
Ability to quickly learn new software systems.
Customer Relationship Management
Communication Skills (Written & Verbal)
Organization & Time Management
Analytical Thinking
Problem Solving
Attention to Detail
Collaboration & Teamwork
Adaptability
Initiative and Ownership
Emotional Intelligence
Process Orientation
Ability to work at a computer for extended periods.
Ability to communicate effectively via phone, email, and video conferencing.
Ability to manage multiple accounts and tasks simultaneously.
Ability to work in a fast-paced, deadline-driven environment.

Nice To Haves

Associate’s or Bachelor’s Degree in Business Administration, Healthcare Administration, Communications, Life Sciences, or related field preferred.
Experience in healthcare, biotechnology, pharmaceutical, clinical research, or life sciences industries preferred.
Exposure to CRM systems and customer lifecycle management preferred.
Bachelor’s degree in a related field.
Experience supporting customer success teams or account management functions.
Familiarity with regulated healthcare or biotech environments.
Understanding of customer journey mapping and lifecycle management.
Experience working with global or remote teams.

Responsibilities

Assist in onboarding new customers, healthcare partners, and institutional clients.
Coordinate onboarding schedules, training sessions, and documentation requirements.
Ensure all customer setup activities are completed accurately and on time.
Track onboarding progress and provide updates to internal teams.
Support smooth transition from sales to customer success teams.
Maintain ongoing communication with customers to ensure satisfaction and engagement.
Assist Customer Success Managers in managing customer accounts and renewals.
Monitor customer health indicators and flag risks or opportunities.
Support regular check-ins, follow-ups, and engagement activities.
Help maintain strong, long-term customer relationships.
Maintain accurate customer records in CRM systems.
Track customer milestones, deliverables, and engagement metrics.
Support contract renewals, service updates, and account documentation.
Coordinate internal approvals and customer requests.
Ensure customer data integrity across all systems.
Work closely with Sales, Operations, Finance, Clinical Operations, Research, and Support teams.
Facilitate communication between customers and internal departments.
Assist in resolving customer issues by coordinating with relevant teams.
Participate in process improvement initiatives across departments.
Support implementation of new customer success strategies.
Assist in preparing customer success reports and dashboards.
Track customer engagement, adoption, and satisfaction metrics.
Identify trends in customer behavior and usage.
Support Customer Success Managers in forecasting renewals and expansion opportunities.
Maintain accurate reporting within CRM and analytics tools.
Help manage and route customer inquiries to appropriate departments.
Track resolution of customer issues and ensure timely follow-up.
Escalate complex customer concerns as needed.
Maintain clear documentation of customer interactions.
Support customer satisfaction and retention efforts.
Identify opportunities to improve customer onboarding and engagement processes.
Support development of customer success workflows and documentation.
Assist in improving internal tools, templates, and communication processes.
Contribute to customer experience optimization initiatives.