Customer Success Coordinator

This is a fully remote position, open to applicants in Illinois, +1 more state.

📋 Description

• Assist in the post-sale customer journey encompassing adoption, utilization, market expansion, account health, and retention.

• Offer adaptable support across the Customer Success organization during periods of leave, high-volume administrative tasks, proactive account evaluations, data hygiene efforts, and focused activities for at-risk customers.

• Ensure accurate and timely maintenance of account information, customer attributes, contacts, notes, sentiment, and risk indicators within CDK tools, such as Totango and Salesforce.

• Compile and summarize data on customer health, adoption, utilization, engagement, and risk.

• Generate account-level reports to assist Customer Success Managers (CSMs) and leadership in identifying trends, gaps, opportunities, and areas needing attention.

• Review priority lists for missing data, reduced utilization, negative health-score trends, unresolved issues, upcoming renewals, and other risk signals.

• Provide support for research, documentation, timeline creation, issue tracking, and preparation for discussions focused on customer retention and recovery.

• Assist with coordination for follow-ups and internal updates related to retention strategies.

• Aid in account planning and the preparation of Success Plans.

• Assist in gathering data, usage insights, reporting, and drafting materials for Executive Business Reviews.

• Present observations and suggested next steps to Regional leadership.

• Support the execution and follow-up of assigned Success Plays and tasks for priority accounts.

• Provide temporary coverage during leaves of absence, high-volume administrative periods, and targeted retention strategies.

• Help regional teams maintain operational continuity during capacity gaps.

• Collaborate closely with Lead CSMs, Regional Managers, and cross-functional partners.

• Receive coaching from Lead CSMs and seasoned team members to prepare for future ownership of a book of business.

⛳️ Requirements

• Bachelor’s degree (BA/BS) or equivalent experience.

• Excellent written and verbal communication abilities.

• Strong sense of urgency.

• Exceptional organizational skills, follow-through, and attention to detail.

• Outstanding time management and prioritization capabilities.

• Comfortable working with data, reports, dashboards, and customer information.

• Proficient in Microsoft Office tools, particularly Excel and PowerPoint.

• Familiarity with CRM systems; experience with Salesforce, Totango, or similar platforms is preferred.

• Ability to manage multiple priorities and engage with various stakeholders.

• Demonstrated curiosity, receptiveness to coaching, and a desire to advance in Customer Success.

• Professional discretion in handling customer and account information.

• 1–2 years of relevant professional experience in customer success, support, training, or client-facing roles is preferred.

• Experience in internships, campus leadership, customer-facing roles, sales, support, or account coordination.

• Background in SaaS, automotive retail, CRM, call center operations, customer care, implementation, or business operations.

• Exposure to customer health scoring, adoption reporting, or retention workflows.

• Experience in preparing presentations, summaries, reports, or executive-level materials.

• Must be legally authorized to work in the United States without current or future employment-based visa sponsorship.

• Must be based in the Central or Mountain time zone.

• Willingness to travel 25%-50%.

🏝️ Benefits

• Medical benefits.

• Dental benefits.

• Vision benefits.

• Paid Time Off (PTO).

• 401K Matching Program.

• Tuition Reimbursement.

• Annual performance bonus may be included.

• Other applicable incentive compensation plans may be included.

• Reasonable accommodations for employees with disabilities.