Customer Success Coordinator

Role Summary The Customer Success Coordinator (CSC) combines hands-on case resolution with direct ownership of the plays that turn platform access into real adoption. Acting as an extension of the Customer Success Manager (CSM) who owns the account relationship, the CSC runs day-to-day adoption and support activities — resolving support tickets and case-level issues affecting end users and providers, while also executing structured onboarding and go-live readiness work for new users and services. The CSC provides coverage continuity for their assigned CSM(s) and is often the team member closest to an account's day-to-day workflow reality. Key Responsibilities Adoption & Activation Plays: Runs defined adoption plays in coordination with the account's CSM, supporting go-live readiness for new users or services and following up to confirm new capacity is actually being used, not just enabled. End-User Training & Enablement: Delivers or coordinates end-user training tied to onboarding and platform rollouts, helping turn system access into day-to-day usage. Ticket Management: Manages incoming support tickets from internal teams and end users via email and ticketing systems, ensuring timely acknowledgment, routing, and resolution. Issue Resolution: Investigates and resolves escalated inquiries and support requests by identifying root cause and implementing the best resolution path. Customer Growth & Lead Routing: Supports customer growth by surfacing and routing qualifi