Customer Success Operations

Project description:

The Customer Success Operations Coordinator provides administrative, operational, and coordination support to the Customer Success team. This entry‑level role is ideal for an organized, detail‑oriented professional looking to build experience in SaaS operations, customer success, and revenue‑supporting functions.

The role supports day‑to‑day workflows across ticketing, renewals, reporting preparation, billing coordination, and internal process documentation, allowing the Customer Success team to operate efficiently and consistently while maintaining high service standards.

Main responsibilities:

• Act as the first point of contact from customer inquiries related to general and technical product functionality, pricing, and upgrades

• Track, troubleshoot, and resolve customer requests and issues through chat, phone, and ticketing systems - escalate where necessary

• Support daily Customer Success operations, including ticket administration, queue organization, backlog triage assistance, and assignment coordination.

• Maintain accurate records in customer systems and tools (CRM, ticketing platform, billing systems), ensuring data completeness and consistency.

• Assist with customer onboarding and renewal administration, including documentation collection, scheduling support, and internal coordination.

• Prepare routine reports, dashboards, and data summaries to support team tracking, Monthly Operating Reviews, and leadership updates.

• Support billing and accounts administrative tasks, including invoice tracking, data verification, and coordination with Finance or Billing teams.

• Assist with customer communications such as follow‑ups, documentation delivery, and standardized outreach under guidance of senior team members.

• Maintain and update internal process documentation, templates, and knowledge base materials.

• Support pricing, subscription, and account change administration, ensuring requests are logged and routed correctly.

• Help track team performance metrics and service‑level adherence.

• Identify process gaps, inefficiencies, or recurring issues and escalate recommendations for improvement.

• Provide general administrative support for the Customer Success team, including meeting coordination, task tracking, and cross‑functional follow‑ups.

• Perform other operational and administrative duties as assigned.

Requirements:

• Bachelor’s degree required.

• Minimum 1 year of experience as a business analyst or in administrative, operations, customer support, coordinator, role.

• Strong organizational and analytical skills with attention to detail and follow‑through.

• Strong understanding of Microsoft Excel

• Basic proficiency with business software tools (email, spreadsheets, CRM or ticketing systems).

• Strong written and verbal communication skills.

• Ability to manage multiple tasks, priorities, and deadlines in a fast‑paced environment.

• Customer‑focused mindset with a willingness to learn SaaS and operational best practices.

Nice to have:

• Experience in a SaaS, technology, or subscription‑based business.

• Familiarity with CRM, ticketing, or billing platforms.

• Exposure to customer success, support, or operations teams.

• Experienced in using AI tools in day-to-day workflow