Customer Success Coordinator
About The Position
About Unison: Unison’s products power the business of government to work smoother and smarter, making critical federal processes and acquisitions simpler and more effective. Trusted by over 200,000 federal employees and government contractors, our AI-infused software and deep domain expertise help contract shops, cost engineers, 1102s, program managers, and budgeting professionals cut through friction, keep compliance airtight, and sharpen decisions. Our federal focus brings efficiency, transparency, and clarity to complex data, regulations, and workflows, empowering agencies and executives to spend more minutes on mission and achieve strategic objectives. Unison is how federal business gets done. Unison Software Solutions, a leading provider for procurement solutions to the federal marketplace, is seeking a Consultant. Unison consultants work directly with clients to understand key elements of client business processes and then work to implement and operate Unison software products and service offerings by performing key tasks. Consultants thrive on their personal and direct contributions that help our clients achieve substantial benefits from our suite of software products. Responsibilities Unison is seeking a Senior Customer Success Coordinator to support Unison AI, specifically our AI-enabled documentation and procurement workflow solution. This role owns the operational success, adoption, and ongoing value realization for assigned federal customers. This is a high-visibility, customer-facing role that blends customer success strategy with operational execution. The ideal candidate is equally comfortable leading stakeholder conversations, coordinating technical workstreams, and driving measurable adoption of AI-enabled capabilities.
Requirements
- Bachelor’s degree required.
- 7+ years of experience in customer success and Help Desk, SaaS account management, or IT operations within a client-facing environment.
- Strong understanding of system configuration management, integrations, reporting, and structured testing processes.
- Experience coordinating cross-functional technical teams and managing operational workstreams.
- Proficiency with ticketing systems and project tracking tools (e.g., Jira, ServiceNow, MS Project, or similar).
- Strong analytical skills with the ability to interpret performance data and translate insights into action plans.
- Exceptional communication skills with the ability to engage executive stakeholders and technical users alike.
- Highly organized, proactive, and comfortable operating in fast-paced, evolving product environments.
- Applicants may need to be the subject of a security investigation and may need to meet eligibility requirements for access to classified information, to include U.S. Citizenship.
Nice To Haves
- Experience supporting SaaS, ERP, or AI-enabled platforms in regulated or federal environments preferred.
- Demonstrated experience owning customer relationships and driving measurable adoption or engagement outcomes.
Responsibilities
- Coordinate daily Unison AI Help Desk operations, ensuring timely ticket resolution and adherence to service level standards
- Perform daily environment health checks to ensure system stability, performance, and availability across customer deployments
- Monitor ticket queues, escalation paths, and response metrics to identify trends and service gaps
- Coordinate and support system configuration updates, ensuring changes are documented, tested, and deployed with minimal disruption
- Support API integrations and reporting support to ensure alignment with business and compliance requirements
- Coordinate and participate in structured testing efforts for system upgrades, patches, and enhancements, including test plan development and defect tracking
- Facilitate regular status meetings with internal teams and federal client stakeholders to review priorities, risks, and open issues
- Develop and maintain operational dashboards tracking help desk performance, backlog trends, and system health metrics
- Identify recurring process or system issues and implement corrective actions to improve efficiency and reduce support volume
- Ensure documentation is maintained for configurations, workflows, known issues, and standard operating procedures
- Support user training and outreach to improve adoption of digital workflows and AI-enabled documentation features
- Maintain audit readiness and compliance with federal security and governance requirements
- Coordinate multiple operational workstreams while maintaining schedule, quality, and stakeholder alignment
Benefits
- Unison provides equal employment opportunities to all employees and applicants for employment without regard to race, color, national origin, sex, gender identity, sexual orientation, religion, disability status, age, genetics, veteran status, or any other characteristic protected by federal, state, or local laws.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
