Monitor customer health indicators and escalate potential risks to the Customer Success Manager
Support onboarding, adoption, renewal preparation, and expansion activities
Assist with renewal readiness by preparing usage reports and customer success summaries
Maintain accurate customer records and project updates in Totango and JIRA
Prepare customer health reports and internal summaries for the CS team
Coordinate with Support and Implementation teams to resolve customer issues
Maintain up-to-date internal documentation and customer records
Support process improvements that enhance the customer experience
Manage the health of small business and tech-touch franchise locations that roll up to enterprise accounts
Assist with remediation and operational improvement projects as directed by CS leadership

High School Diploma or equivalent required
Strong project management, organization, and communication skills
Ability to manage multiple priorities and meet deadlines in a dynamic environment
Experience with CRM systems, project management tools, and Microsoft Office (Excel and PowerPoint)
Ability to communicate effectively with internal teams and customers
College degree or college coursework preferred
Experience in SaaS, IoT, customer support, or call center environments is a plus
Must have valid work authorization in the United States at the time of application

Project Coordinator, Customer Success

Key skills