Orgenesis is seeking a proactive, detail-oriented, and relationship-driven Customer Success Coordinator to support the success, retention, and satisfaction of customers, healthcare partners, research institutions, and strategic stakeholders across its global POCare™ platform.

The Customer Success Coordinator plays a key operational role in supporting the Customer Success team by managing customer onboarding activities, tracking engagement, coordinating internal follow-ups, and ensuring a seamless customer journey across Orgenesis’ cell and gene therapy ecosystem.

This role is ideal for someone who thrives in a fast-paced biotechnology environment and is passionate about delivering exceptional customer experiences.

Essential Responsibilities

Customer Onboarding Support

• Assist in onboarding new customers, healthcare partners, and institutional clients.
• Coordinate onboarding schedules, training sessions, and documentation requirements.
• Ensure all customer setup activities are completed accurately and on time.
• Track onboarding progress and provide updates to internal teams.
• Support smooth transition from sales to customer success teams.

Customer Relationship Support

• Maintain ongoing communication with customers to ensure satisfaction and engagement.
• Assist Customer Success Managers in managing customer accounts and renewals.
• Monitor customer health indicators and flag risks or opportunities.
• Support regular check-ins, follow-ups, and engagement activities.
• Help maintain strong, long-term customer relationships.

Account Coordination & Administration

• Maintain accurate customer records in CRM systems.
• Track customer milestones, deliverables, and engagement metrics.
• Support contract renewals, service updates, and account documentation.
• Coordinate internal approvals and customer requests.
• Ensure customer data integrity across all systems.

Cross-Functional Collaboration

• Work closely with Sales, Operations, Finance, Clinical Operations, Research, and Support teams.
• Facilitate communication between customers and internal departments.
• Assist in resolving customer issues by coordinating with relevant teams.
• Participate in process improvement initiatives across departments.
• Support implementation of new customer success strategies.

Reporting & Performance Tracking

• Assist in preparing customer success reports and dashboards.
• Track customer engagement, adoption, and satisfaction metrics.
• Identify trends in customer behavior and usage.
• Support Customer Success Managers in forecasting renewals and expansion opportunities.
• Maintain accurate reporting within CRM and analytics tools.

Customer Support & Issue Coordination

• Help manage and route customer inquiries to appropriate departments.
• Track resolution of customer issues and ensure timely follow-up.
• Escalate complex customer concerns as needed.
• Maintain clear documentation of customer interactions.
• Support customer satisfaction and retention efforts.

Process Improvement

• Identify opportunities to improve customer onboarding and engagement processes.
• Support development of customer success workflows and documentation.
• Assist in improving internal tools, templates, and communication processes.
• Contribute to customer experience optimization initiatives.

Required Qualifications

Education

• High School Diploma or GED required.
• Associate’s or Bachelor’s Degree in Business Administration, Healthcare Administration, Communications, Life Sciences, or related field preferred.

Experience

• 1–3 years of experience in customer service, customer success, account coordination, sales support, or administrative support.
• Experience in healthcare, biotechnology, pharmaceutical, clinical research, or life sciences industries preferred.
• Exposure to CRM systems and customer lifecycle management preferred.

Technical Skills

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Experience with CRM platforms (Salesforce, HubSpot, or similar).
• Familiarity with project management tools (Asana, Monday.com, Jira, or equivalent).
• Strong data entry and reporting skills.
• Ability to quickly learn new software systems.

Preferred Qualifications

• Bachelor’s degree in a related field.
• Experience supporting customer success teams or account management functions.
• Familiarity with regulated healthcare or biotech environments.
• Understanding of customer journey mapping and lifecycle management.
• Experience working with global or remote teams.

Core Competencies

• Customer Relationship Management
• Communication Skills (Written & Verbal)
• Organization & Time Management
• Analytical Thinking
• Problem Solving
• Attention to Detail
• Collaboration & Teamwork
• Adaptability
• Initiative and Ownership
• Emotional Intelligence
• Process Orientation

Key Performance Indicators (KPIs)

• Customer Onboarding Completion Rate
• Customer Retention Rate
• Customer Satisfaction Score (CSAT)
• Net Promoter Score (NPS)
• Account Health Tracking Accuracy
• Response and Follow-Up Timeliness
• CRM Data Accuracy
• Renewal Support Effectiveness
• Engagement and Adoption Metrics

Physical Requirements

• Ability to work at a computer for extended periods.
• Ability to communicate effectively via phone, email, and video conferencing.
• Ability to manage multiple accounts and tasks simultaneously.
• Ability to work in a fast-paced, deadline-driven environment.

Benefits

Health & Wellness

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Prescription Drug Coverage
• Employee Assistance Program (EAP)
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Mental Health and Wellness Programs

Financial Benefits

• Competitive Base Salary
• Annual Performance Bonus Eligibility
• 401(k) Retirement Plan with Company Match
• Life Insurance
• Short-Term Disability Insurance
• Long-Term Disability Insurance
• Accidental Death & Dismemberment Insurance

Paid Time Off

• Paid Vacation
• Paid Holidays
• Sick Leave
• Personal Days
• Bereavement Leave
• Jury Duty Leave

Professional Development

• Training and Certification Programs
• Tuition Assistance Opportunities
• Customer Success and CRM Training
• Leadership Development Programs
• Career Advancement Opportunities

Work-Life Balance

• Flexible Work Arrangements
• Remote and Hybrid Work Options
• Employee Recognition Programs
• Collaborative and Inclusive Work Environment
• Wellness and Employee Engagement Programs

Equal Employment Opportunity Statement

Orgenesis is an Equal Opportunity Employer committed to fostering a diverse, equitable, and inclusive workplace. Employment decisions are based on qualifications, merit, and business needs without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.