Customer Success Coordinator

🕒 il y a 7 jours

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ArborXR

Site WebLinkedInTous les Emplois

51 - 200 employés

🥽 RA/RV

☁️ SaaS

🏢 Entreprise

🔥 Financement dans la dernière année

💰 €1 165 480 Venture Round - ArborXR en 2025-07

AR/VR • SaaS • Enterprise

ArborXR est une plateforme SaaS qui offre une gestion de niveau entreprise pour les appareils et déploiements AR et VR (XR). Elle permet aux organisations d'inscrire à distance, configurer, sécuriser et surveiller des casques à grande échelle, déployer et mettre à jour des applications et contenus XR, verrouiller les expériences kiosques, diffuser et résoudre des problèmes de sessions, et collecter des analyses d'apprentissage ainsi qu'une intégration avec des systèmes LMS. ArborXR cible les entreprises et institutions opérant des programmes XR dans le domaine de la formation, de la santé, de l'éducation et des opérations sur le terrain, en mettant l'accent sur l'évolutivité, la sécurité et la facilité de gestion à distance.

Description

• 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.

🎯 Exigences

• 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.

🏖️ Avantages

• Health insurance • Professional development opportunities • Remote work options