Customer Success Coordinator

2 weeks ago

Herston, Queensland, Australia Set Up My Offshore Full time $90,000 - $120,000 per year

Job Description
This is a remote position.

Job Overview:
The Customer Success Coordinator plays a vital role in ensuring a positive customer experience by providing support, guidance, and proactive communication. This position serves as the bridge between the company and its clients, helping them achieve success with our products/services while driving customer satisfaction, retention, and growth.

Job Responsibilities
Customer Support & Communication

  • Respond efficiently and effectively to inbound customer requests (e.g., WhatsApp groups and other channels)
  • Manage and prioritize client communications, particularly during onboarding and change requests

CRM & Process Management

  • Oversee CRM activities (experience with Go High Level CRM is ideal, or similar CRM platforms)
  • Support and manage the client onboarding process, including document preparation, account setup, and inbox management
  • Assist in developing, streamlining, and scaling internal processes, workflows, and documentation templates

Project & Task Coordination

  • Coordinate workload by adding tasks into the queue, assigning them to the right stakeholders, and escalating technical or high-level requests when needed
  • Establish and manage a centralized customer project management hub as the "source of truth" for requests, escalations, and stakeholder activity tracking

Requirements

  • Bachelor's degree in business, communications, marketing, or related field (or equivalent experience)
  • With at least three (3) years of experience in customer success, client services, account management, or a similar role
  • Strong communication and interpersonal skills with a customer-centric mindset
  • Ability to manage multiple accounts and priorities with attention to detail
  • Problem-solving and conflict resolution skills
  • Proficiency with CRM tools (e.g., GoHighLevel, Salesforce, HubSpot, or similar) and Microsoft Office/Google Workspace
  • Team player with a proactive and positive attitude

Benefits

  • Permanent WFH Arrangement
  • Fixed day-shift Schedule (Australian time)
  • Work equipment provision
  • 'Commensurate with experience' Remuneration Package
  • SUMO In-house & outdoor company events such as Team Building, Christmas Party, Quarterly Meet-Ups, Team Huddle

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