- Hire, train, and develop a high-performing team of Customer Success Coordinators.
- Conduct regular 1:1 meetings and team check-ins to foster collaboration and address challenges.
- Oversee the assignment and prioritization of tasks to ensure CSMs receive timely support.
- Develop and maintain efficient workflows for the team, identifying opportunities for improvement.
- Monitor team workload to ensure equitable distribution of responsibilities
- Partner with Customer Success leaders to understand team needs and align support initiatives.
- Provide insights and recommendations to improve overall efficiency and effectiveness.
- Act as liaison between the Coordination Team and other departments to facilitate cross-functional collaboration.
- Ensure the team maintains accurate customer data in CRM and other tools
- Develop and track KPIs to measure team effectiveness.
- Provide regular reports on team performance and impact to CS leadership.
- Work with the CSM team to improve and update customer-facing materials, ensuring consistency and quality.
Experience and Skills Requirements
- Requires Graduation - Mandatory
- 3-5+ years in customer support, project coordination, or administrative role
- Experience in Customer Success and/or SaaS environments is preferred.
- Strong leadership and coaching abilities.
- Excellent verbal and written communication.
- Proficiency in CRM tools (Salesforce) preferred
- Ability to multitask and prioritize effectively in a fast-paced environment.
- Customer-focused mindset with a team-oriented approach
- Professional, polished demeanor with customers
- Analytical mindset with the ability to interpret data and make data-driven decisions.