
Customer Success Coordinator
6 days ago
Overview
Customer Success Coordinator at Set Up My Offshore. This remote, part-time position is 20 hours per week and focuses on ensuring clients are supported, satisfied, and growing with us by managing onboarding, reviewing performance, delivering actionable reporting, and proactively identifying growth opportunities. Success means retained clients, testimonials, and expanding accounts that adopt more services and increase spend.
Responsibilities
Client Onboarding & Support
Guide new clients through onboarding (setup, expectations, communication channels)
Run-structured client check-ins: a) Weekly during launch; b) Fortnightly/monthly once stable
Manage WhatsApp support channel — all queries acknowledged within 30 minutes
Document client requests/issues clearly for internal team follow-up
Voice AI Clients: Review a sample set of calls weekly; flag issues, provide recommendations, and track "good vs bad" ratios
Identify recurring themes/patterns and provide consultative recommendations
Maintain a minimum call quality threshold (=70% rated "good")
Ad + AI Clients: Monitor Meta Ads + GoHighLevel dashboards
Prepare monthly reports that include: a) Cost per lead, b) Cost per appointment, c) Appointment show-up rate, d) Funnel performance metrics
Highlight clear actions: what's working, what's underperforming, and what should change
Growth, Retention & Advocacy: Proactively identify upsell opportunities (new AI agents, campaigns, increased ad spend)
Track and drive multi-service adoption (goal: most clients on =3 services e.g., AI, Ads, CRM)
Monitor and encourage portfolio ad spend growth (e.g., +20% net growth over 6 months)
Ensure retention calls are scheduled if client risk is detected
Help clients share their success — coordinate testimonials and case studies as a benchmark of satisfaction
Qualifications
Bachelor's degree in business, communications, marketing, or related field (or equivalent experience)
Proven experience in client success, account management, or digital marketing (agency/SaaS)
Hands-on with GoHighLevel, Meta Ads Manager, Synthflow (or quick to learn)
Strong analytical skills (turning data into insights)
Consultative communicator who builds trust and handles difficult conversations well
Organized, proactive, and thrive in remote environments
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
Benefits
Permanent WFH Arrangement
Fixed day-shift Schedule (Australian time)
Work equipment provision
Remuneration commensurate with experience
SUMO in-house & outdoor company events such as Team Building, Christmas Party, Quarterly Meet-Ups, Team Huddle
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