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, focusing on adoption, usage, market growth, account health, and retention.

• Provide adaptable support across the Customer Success team during periods of leave, high-volume administrative tasks, proactive account assessments, data management initiatives, and targeted interventions for at-risk customers.

• Ensure accurate and timely updates of account details, customer attributes, contacts, notes, sentiment, and risk indicators using CDK tools such as Totango and Salesforce.

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

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

• Examine priority lists for missing information, decreasing usage, negative health score trends, unresolved issues, upcoming renewals, and other risk indicators.

• Aid in research, documentation, timeline development, issue tracking, and preparation for discussions on customer retention and recovery.

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

• Contribute to account planning and the preparation of Success Plans.

• Help gather data, usage insights, reporting, and draft materials for Executive Business Reviews.

• Share observations and recommended next steps with Regional leadership.

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

• Offer temporary assistance during staff leaves, busy administrative periods, and focused retention initiatives.

• Aid regional teams in maintaining continuity during periods of capacity shortages.

• Receive guidance from Lead CSMs and experienced team members to prepare for future management of a book of business.

⛳️ Requirements

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

• Strong written and verbal communication abilities.

• High sense of urgency.

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

• Excellent time management and prioritization capabilities.

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

• Proficient in Microsoft Office, especially Excel and PowerPoint.

• General familiarity with CRM systems; experience with Salesforce, Totango, or similar tools is preferred.

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

• Demonstrates curiosity, coachability, and a desire to advance in Customer Success.

• Exhibits professional judgment in managing customer and account information.

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

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

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

• Familiarity with customer health scoring, adoption reporting, or retention processes.

• Experience in preparing presentations, summaries, reports, or materials suitable for executive review.

• Must reside in the Central or Mountain time zone.

• Willingness to travel 25%–50% of the time.

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

🏝️ Benefits

• Annual performance bonus.

• Medical benefits.

• Dental benefits.

• Vision benefits.

• Paid Time Off (PTO).

• 401K Matching Program.

• Tuition Reimbursement.