Customer Success Coordinator

Customer Success Coordinator

Location: Miramichi, New Brunswick (remote and in-office)

Position type: Full time

About us

We are a growing Software-as-a-Service (SaaS) company dedicated to helping businesses simplify operations, reduce environmental risk, and ensure regulatory compliance through innovative cloud-based technology.

Our mission is to empower customers with reliable, scalable, and user-friendly solutions that improve efficiency and drive long-term success. As part of our expansion, we are seeking a Customer Success Coordinator to join our team. This is a key role in ensuring our customers receive exceptional onboarding, training, ongoing support, and guidance throughout the integration of our software into their operations and throughout their journey with us.

Overview

Reporting to the Manager, Customer Success, the Customer Success Coordinator will work closely with customers to ensure successful onboarding, adoption, and ongoing satisfaction with our software. Acting as a trusted resource, you will build strong relationships, address customer inquiries, and coordinate cross-functional support to maximize customer value and retention.

In the future, the customer success team will scale internally to include more coordination, management, implementation, and technical support.

This role is ideal for someone who is highly organized, empathetic, and passionate about delivering an exceptional SaaS customer experience.

Key responsibilities

Customer onboarding and training

• Guide new customers through the onboarding process, including product setup, training, and resource sharing
• Coordinate product demonstrations and learning sessions tailored to customer needs

Customer support

• Serve as a primary point of contact for customer software support inquiries, escalating issues to the Customer Success Manager as needed
• Respond to customer inquiries via telephone, email, and chat in a timely and professional manner, maintaining a hands-on understanding of customer challenges
• Troubleshoot and resolve common software issues, escalating to the Customer Success Manager as needed
• Document and track support cases in the company's customer relationship management and ticketing systems
• Maintain a knowledge base of frequently asked questions (FAQs), guides, and support articles to help customers self-serve
• Assist with account updates and data entry related to customer records
• Ensure a high level of customer satisfaction by proactively following up on resolved issues and confirming customer success

Customer relationship and growth building

• Build and maintain strong, long-term customer relationships with customers
• Support company growth efforts through identifying and reporting on upselling and renewal opportunities to the Customer Success Manager
• Establish and monitor adoption, retention, and satisfaction metrics like net promotor score (NPS) and customer satisfaction score (CSAT), preparing regular customer health reports for the Customer Success Manager
• Monitor risk and adoption gaps for opportunities to provide deeper customer engagement.

Collaboration and coordination

Collaborate with customer success team members, and other teams across the company, to ensure customer feedback informs product roadmap and service improvements.

Problem-solving

• Demonstrate strong analytical skills to quickly assess customer issues and identify effective solutions
• Use sound judgment to determine when to resolve problems independently and when to escalate to Customer Success Manager
• Approach challenges with a solutions-oriented mindset, focusing on creating positive outcomes for the customer
• Anticipate potential issues and take proactive steps to minimize impact on the customer experience

Adaptability

• Thrive in a fast-paced environment with changing priorities and evolving product features
• Adjust communication style and support approach to meet the needs of diverse customer types
• Embrace new technologies and processes, learning quickly and applying knowledge effectively
• Remain calm and professional under pressure, maintaining a customer-first approach in challenging situations

Qualifications

Education

Post-secondary education in business, communications, or information technology (or a related field), or an equivalent combination of education and experience.

Technical skills

• Minimum of 2 years of experience in customer success, customer support, account coordination, and/or client-facing support role (SaaS, software, or information technology industry preferred)
• Experience with SaaS solutions (customer relationship management, helpdesk, analytics platforms)
• Experience with customer success platforms like Microsoft Dynamics, HubSpot, Salesforce, or similar customer relationship management/customer success management tools
• Experience in technical software troubleshooting, including using customer support ticketing systems and project/task management platforms like ClickUp, Trello, or similar platforms
• Background in SaaS, business-to-business (B2B) software, or technology implementation projects
• Experience in performing data entry
• Experience maintaining knowledge scalable customer knowledge resources (knowledge base articles, FAQs, training materials, user guides)
• Proficiency in digital communication tools (Microsoft Teams, Slack, Zoom)

Communication and training

• Experience navigating complex customer relationships
• Strong English communication skills (written and verbal) with the ability to build rapport quickly
• Proven ability to deliver training programs (virtual and in-person), ensuring consistency and alignment across teams and customers

Professional attributes

• Analytical mindset with ability to interpret customer health data and translate insights into action
• Highly organized with excellent time management and attention to detail
• Ability to work independently and collaboratively
• Proven success in driving customer adoption, retention, and satisfaction

Nice-to-have skills

• Knowledge of compliance or regulatory environments (especially useful if your SaaS product touches safety, environmental, or operational compliance)
• Knowledge of SaaS business models and subscription lifecycles
• Bilingual (English/French) is a strong asset

Work environment/model

• This position follows a blended work model, with flexibility to work both remotely and from our Miramichi, New Brunswick office
• Team members are expected to attend in-person meetings or training sessions as needed
• We provide the tools and resources necessary to support effective remote collaboration

Why join us

• Opportunity to be part of a fast-growing SaaS company in Canada
• Collaborative, innovative, and supportive team culture
• Competitive compensation package with benefits
• Professional development opportunities and career growth potential

Compensation and benefits

We offer a competitive compensation package that reflects your skills and experience. In addition to this position's annual salary range of $45,000 - $55,000 (based on skills, qualifications, and experience), our team members enjoy:

• Bonus / commissions structure
• Comprehensive health and dental benefits
• Paid vacation and personal days
• Flexible, blended work arrangements (remote and in-office)
• Opportunities for professional development and career growth in a growing SaaS company

We believe in rewarding great work and supporting our employees with the tools, benefits, and flexibility they need to succeed.

How to apply

Interested candidates are invited to apply directly through this posting. Please include your résumé and a brief cover letter highlighting your interest in the role, your demonstrated qualifications, and relevant experience.