Customer Success Coordinator

About the Role Customer success is the engine behind our compounding high growth, and as a Customer Success Coordinator, you will play a pivotal role in ensuring the satisfaction and long-term retention of our most significant and complex clients. You will act as a dedicated champion for our customers, deeply understanding their unique goals to provide proactive support and responsive solutions. By executing key initiatives and maintaining a high standard of service, you will deliver a consistent, premium experience that fosters lasting partnerships and drives mutual success.Key ResponsibilitiesDeliver exceptionally responsive service by ensuring customer inquiries and comments receive a response within 8 hours.Drive swift issue resolution by ensuring customer tickets are fully resolved within a 16-hour timeframe.Maintain a high standard of customer excellence, consistently achieving a satisfaction rating of 90% or higher on post-interaction surveys.Proactively identify and generate monthly expansion opportunities to support account growth and increased solution adoption.Contribute to organizational knowledge and process predictability by producing or updating at least one high-quality process document or training resource each month.Cultivate customer advocacy and social proof by securing three or more positive customer reviews per quarter.Execute routine account hygiene and administrative tasks with high precision to ensure seamless internal operations and data integrity.Serve as a reliable partner for large and complex accounts, providing the authoritative guidance and subject mastery needed to navigate their specific requirements.Requirements1–3 years of experience in a customer-facing role such as customer success, account management, or a related service position.Proven track record of meeting and exceeding performance targets, specifically related to response times and service level agreements.Professional communication skills characterized by the correct use of syntax, grammar, and an articulate, confident tone in all interactions.Exceptional written communication abilities, with experience producing organized, clear, and error-free documentation and correspondence.High level of computer literacy, including proficiency with CRM systems, word processing, video conferencing, and online research.Experience demonstrating software functionality to users and successfully driving the adoption of new digital tools or features.Strong analytical and problem-solving skills with the ability to navigate complex issues and resolve conflicts with professionalism.Skills and KnowledgeDirect experience working with entity management, licensing, tax, or records management solutions.Background in a high-growth B2B environment, demonstrating the ability to adapt and excel in a fast-paced setting.Familiarity with the Revenue Bowtie framework, specifically focusing on the stages of customer usage and growth.Advanced proficiency in HubSpot or similar CRM platforms to manage customer relationships and sales pipelines.Accommodations:Harbor Compliance is committed to providing any reasonable accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.Compensation: Harbor Compliance’s base salary range for this role is listed below. Compensation at the time of offer is based on factors such as skill set, experience, qualifications, and work location. Salary is one part of Harbor Compliance’s total compensation package. Other benefits may include health benefits, flexible paid time off, parental leave, fertility and adoption assistance, 401(k), and educational reimbursement. Note that the salary range and benefits apply only to U.S.-based candidates.Harbor Compliance base salary range for this role in the U.S. is:(Salary range $55,000 - $63,000 USD) Additionally, this role might be eligible for discretionary bonuses or commission payments.Pay Transparency Policy StatementHarbor Compliance will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by Harbor Compliance, or (c) consistent with Harbor Compliance’s legal duty to furnish information.Equal Opportunity StatementHarbor Compliance is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.

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