Customer Success Coordinator

Nextpower • Fremont, CA

3d

About The Position

The Customer Success Coordinator owns the day-to-day coordination and operational execution of defined customer success workflows. The role ensures customer commitments, feedback, and cross-functional actions are documented, analyzed, routed, and completed, and recommends practical improvements when processes or outcomes are not meeting expectations. Reporting to the Senior Manager of Customer Success, the coordinator works independently on varied issues requiring judgment, evaluation of available information, and adaptation of established approaches. Work is reviewed at key points.

The coordinator partners with Customer Success, Sales, Product, Engineering, Operations, and senior internal and customer stakeholders. The role supports Voice of Customer programs, including NPS and other feedback initiatives, and turns customer input into clear themes, reporting, and recommendations for improvement.

Requirements

• Bachelor’s degree in Customer Success, Customer Operations, project or program coordination, account coordination, or a related professional role.
• 5+ years of experience in Customer Success, Customer Operations, project or program coordination, account coordination, or a related professional role.
• Ability to independently manage multiple workstreams, prioritize competing requests, and deliver accurate follow-through with limited day-to-day direction.
• Analytical and problem-solving skills, including assessing varied information, identifying causes or risks, and recommending solutions when procedures or precedent do not fully address an issue.
• Strong written and verbal communication skills, including facilitating meetings, documenting decisions and actions, and adapting communication to internal and external audiences.
• Experience partnering across teams and building productive relationships with stakeholders, including senior partners or customer contacts.
• Proficiency with Confluence and Jira, and strong working knowledge of Microsoft Office and/or Google Workspace.

Nice To Haves

• Experience supporting Customer Success or other customer-facing teams.
• Familiarity with NPS programs, customer experience practices, and customer feedback analysis.
• Experience with SurveyMonkey or similar survey platforms and CRM tools such as Salesforce.
• Exposure to SaaS, technology, or service-based organizations.

Responsibilities

• Own tracking and follow-through for customer commitments, decisions, risks, and action items across assigned initiatives; identify delays and drive clear next steps with accountable partners.
• Coordinate customer-related work across Sales, Engineering, Product, Operations, and other teams, ensuring requests and concerns reach the right owners and receive timely attention.
• Assess unusual or cross-functional issues, gather and evaluate available information, identify likely causes or gaps, recommend a course of action, and escalate material risks when needed.
• Facilitate internal and customer-facing discussions as appropriate, adapt communication to different audiences, and explain customer priorities to support alignment and resolution.
• Maintain accurate customer records, meeting outcomes, decisions, and supporting documentation.
• Maintain and improve customer success knowledge resources in Confluence and create or manage Jira tickets for customer requests, initiatives, and follow-up work.
• Apply consistent documentation practices and identify information gaps or process variations that could affect customer outcomes or execution.
• Coordinate NPS and other customer feedback activities, including survey setup, distribution, response tracking, and follow-up using SurveyMonkey or similar tools.
• Organize and analyze customer feedback and operational data to identify recurring themes, emerging concerns, and opportunities for improvement.
• Prepare reports and recommendations communicating customer sentiment, relevant context, and potential actions to Customer Success and cross-functional partners.
• Own assigned Customer Success reporting and operational tracking, ensuring information is accurate and deadlines are met.
• Prepare materials and coordinate inputs for customer business reviews and internal planning meetings.
• Evaluate existing workflows and recommend or implement practical improvements that strengthen efficiency, accountability, and customer experience.
• Contribute to special projects and initiatives, adapting established approaches to changing needs and incomplete information.

Benefits

• Health care coverage
• Dental and vision coverage
• 401(k) participation with company matching
• Company-paid holidays
• Unlimited paid time off
• Discretionary company bonuses
• Life and disability protection
• Equity eligibility

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level