Customer Success Coordinator

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ArborXR

WebsiteLinkedInAlle Stellen

51 - 200 Mitarbeiter

🥽 AR/VR

☁️ SaaS

🏢 Unternehmen

🔥 Finanzierung im letzten Jahr

💰 €1.165.480 Venture Round - ArborXR im 2025-07

AR/VR • SaaS • Enterprise

ArborXR ist eine SaaS-Plattform für Unternehmensverwaltung von AR- und VR (XR)-Geräten und deren Implementierungen. Sie ermöglicht es Organisationen, Headsets in großem Maßstab aus der Ferne einzuschreiben, zu konfigurieren, abzusichern und zu überwachen, XR-Apps und -Inhalte bereitzustellen und zu aktualisieren, Kiosk-Erfahrungen zu sichern, Sitzungen zu übertragen und Probleme zu beheben sowie Lerneranalysen zu sammeln und die Integration mit LMS-Systemen zu ermöglichen. ArborXR richtet sich an Unternehmen und Institutionen, die XR-Programme in den Bereichen Ausbildung, Gesundheitswesen, Bildung und Außeneinsätze betreiben und legt besonderen Wert auf Skalierbarkeit, Sicherheit und einfache Fernverwaltung.

Beschreibung

• 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.

🎯 Anforderungen

• 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.

🏖️ Vorteile

• Health insurance • Professional development opportunities • Remote work options