Customer Success Coordinator

ArborXR

2h

About The Position

The Customer Success Coordinator supports a scalable, consistent customer experience across ArborXR’s customer base, with a particular focus on lower-ARR accounts, onboarding coordination, renewal readiness, customer data integrity, and proactive lifecycle communications. This role helps ensure customers receive timely guidance, are connected to the right resources, and can successfully manage their XR device fleets through ArborXR. The Coordinator also plays a key role in maintaining clean, accurate customer data in HubSpot so the CS team can better identify churn risk, monitor account health, and engage customers at the right moments.

Requirements

• Highly organized, detail-oriented, and systems-minded.
• Comfortable working in HubSpot or similar CRM tools.
• Strong written communication skills.
• Enjoys process improvement, data cleanup, and operational consistency.
• Able to spot gaps, inconsistencies, and risk signals.
• Customer-minded without needing to own every customer relationship strategically.
• Collaborative, proactive, and comfortable working across CS, Support, RevOps, Channel, and Sales.
• Comfort engaging with customers and helping them define what success looks like for their program.

Responsibilities

• Support Mid-Market/SMB customers through automated and light-touch success motions.
• Help coordinate onboarding communications, webinar invitations, renewal reminders, and product update education.
• Route customers to the right resource, including Support, CS, Channel, or Account Management, depending on need.
• Monitor customer engagement signals and flag accounts that may require CSM intervention.
• Maintain consistent, proactive communication with assigned customers, while effectively triaging questions, concerns, and needs.
• Ensure new customers receive the appropriate onboarding pathway based on tier, relationship type, and partner involvement.
• Coordinate kickoff calls for Enterprise, Mid-Market, and SMB customers.
• Help maintain onboarding templates, checklists, webinar follow-ups, and customer-facing resources.
• Track onboarding completion and identify customers who may be stalled or under-engaged.
• Maintain accurate customer records, including company associations, renewal dates, CSM ownership, partner/reseller relationships, and customer contact rules.
• Monitor account health fields, renewal stages, lifecycle status, and onboarding status.
• Identify missing, outdated, or inconsistent customer data and coordinate cleanup.
• Support the development and ongoing refinement of health scoring, churn indicators, and lifecycle automation.
• Help manage renewal communication workflows beginning 120 days before renewal.
• Ensure renewal records are complete and accurately staged.
• Flag missing POs, unclear ownership, low engagement, or other renewal risk signals.
• Partner with CSMs to ensure key accounts receive appropriate attention before renewal.
• Identify opportunities for customer growth
• Help customers stay informed about relevant product updates, webinars, and best practices.
• Support distribution of resources based on customer type, use case, and maturity.
• Assist with organizing lessons learned from similar customers into repeatable guidance.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed