Customer Success Operations Coordinator (Customer Experience Coordinator)

Position: Full-time

Location: Remote

Department: Customer Success

About the Role

We are seeking a Customer Success Operations Coordinator (Customer Experience Coordinator) to join our growing team. This role is pivotal in ensuring our Customer Success team operates efficiently, delivers an exceptional experience, and strengthens client relationships. The ideal candidate is highly organized, detail-oriented, and passionate about supporting both internal teams and external customers.

Key ResponsibilitiesCustomer Success Operations Support

• Maintain and optimize processes, playbooks, and tools used by the Customer Success team.
• Manage CRM data integrity (customer contacts, account details, health metrics, etc.).
• Assist in tracking KPIs, retention, and customer lifecycle metrics.

Customer Experience Coordination

• Support Customer Success Managers in onboarding, escalations, and retention.
• Ensure customer communications (emails, calls, updates) are documented and tracked.
• Act as a liaison between customers and internal teams to ensure quick resolution of issues.

Reporting & Insights

• Generate regular reports on customer health, product adoption, and engagement trends.
• Identify risks (churn, escalations, lack of engagement) and flag them to the team.
• Support monthly and quarterly business reviews (MBRs/QBRs) with data and insights.

Process Improvement & Enablement

• Work with leadership to design scalable processes for customer success.
• Document workflows, SOPs, and best practices.
• Support internal training and onboarding for the Customer Success team.

Qualifications

• 3–5 years of experience in Customer Success, Account Management, Operations, or related roles.
• Strong organizational skills with the ability to manage multiple priorities.
• Experience with CRM systems (e.g., Salesforce, HubSpot, Zoho) and collaboration tools (Slack, Notion, etc.).
• Excellent communication skills (verbal, written, interpersonal).
• Analytical mindset with experience in reporting and data analysis (Excel, Google Sheets, BI tools a plus).
• Passion for delivering an excellent customer experience.

Preferred Skills

• Background in SaaS, healthcare technology, or professional services.
• Knowledge of customer success metrics (NPS, health scores, churn/retention).
• Ability to thrive in a fast-paced, dynamic environment.

What We Offer

• Competitive salary and benefits package.
• Opportunity for growth within the Customer Success or Operations track.
• Collaborative, mission-driven work environment.
• Direct impact on customer satisfaction and retention.