Customer Success Coordinator
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Job Description
Customer Success Coordinator improving customer lifecycle and support engagements for ArborXR's XR device management platform. Focuses on operational excellence and proactive communication across customer accounts.
Responsibilities:
- Support Mid-Market/SMB customers through automated and light-touch success motions.
- Identify when customer situations require escalation and route appropriately to Customer Success, Support, Sales, RevOps, or leadership.
- 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.
- Contribute to the ongoing improvement of customer lifecycle processes, operational workflows, templates, and automation.
- 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.
- Help maintain reporting visibility around onboarding progress, renewal readiness, customer engagement, and operational health metrics.
- 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- Identify missing, outdated, or inconsistent customer data and coordinate cleanup.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 customer expansion signals, adoption opportunities, and engagement patterns that may support future growth conversations.
- 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.
Requirements:
- 1–3 years of experience in Customer Success, Account Coordination, Customer Operations, Revenue Operations, SaaS support, or a related customer-facing operational role.
- Experience working in HubSpot, Salesforce, Gainsight, Zendesk, or similar CRM/customer systems.
- Strong organizational and project coordination skills with high attention to detail.
- Ability to manage multiple workflows simultaneously and follow through consistently.
- Comfortable navigating ambiguity and helping build scalable processes in a growing organization.
- Strong written communication and customer-facing professionalism.
- Analytical mindset with the ability to identify patterns, gaps, and operational risk signals.
- Interest in customer experience, lifecycle management, operational excellence, and SaaS technology.
- Experience supporting renewals, onboarding, customer communications, or lifecycle programs is a plus.
- Familiarity with channel/reseller ecosystems or B2B SaaS environments is a plus.
Benefits:
- Health insurance
- Professional development opportunities
- Remote work options
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