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For Companies At a Glance
- Tasks: Manage customer renewals, events, and data to enhance client satisfaction.
- Company: Join Kinsmen Group, a leader in customer success solutions.
- Benefits: Enjoy a collaborative culture with opportunities for growth and learning.
- Why this job: Make a real impact on customer engagement and satisfaction while developing your skills.
- Qualifications: Bachelor’s degree and 2+ years in customer success or related fields required.
- Other info: Flexible work environment with a focus on innovation and teamwork.
The predicted salary is between 36000 - 60000 £ per year.
The Customer Success Coordinator will play a vital role in enhancing our customer success function by developing and implementing processes, tools, and systems to streamline customer engagement, grow our customer accounts and ensure successful renewals.
This position will support the Customer Success team by managing data, renewals, customer events, improving workflows and optimizing technology to help ensure client satisfaction, successful product adoption, high renewal rates, and engagement through events and communications. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Duties & Responsibilities:
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
• Renewal Management and Forecasting
o Oversee the renewal process by tracking and managing timelines, gathering necessary account
information, and proactively identifying at-risk accounts.
o Assist Customer Success Managers (CSMs) in preparing for renewal conversations by providing data insights and strategy recommendations.
o Assist Finance Manager in the production and distribution of renewal quotes and invoices.
• Event Planning and Execution
o Coordinate and support customer and prospect events such as in-person events, webinars, user groups, and training sessions. Handle logistics, registration, and post-events
• Customer Communications
o Assist in planning and creating customer newsletters, announcements, and updates to keep clients
informed and engaged with Kinsmen Group’s solutions and upcoming events.
• Data Management and Reporting
o Maintain and analyze customer data to generate insights, including customer health scores, churn
risk, renewal rates, and engagement metrics. Build and maintain dashboards for real-time visibility
on account statuses, especially focusing on renewal timelines and probability.
• Process Optimization
o Develop, document, and refine processes to increase team efficiency, such as customer onboarding,
check-ins, renewal tracking, and account health monitoring.
• Technology Administration
o Act as the primary administrator for Customer Success platforms, such as Gainsight, Salesforce, or
similar tools, ensuring effective data integration and alignment with sales and support teams.
• Customer Journey Mapping
o Support mapping customer journeys to help identify critical touchpoints and areas for improvement
in engagement, satisfaction, and renewal likelihood.
• Collaboration
o Work closely with Sales, Support, Services, Marketing and Product teams to ensure data alignment
and seamless customer transitions between departments, especially for accounts nearing renewal.
• Customer Feedback Loop
o Gather, analyze, and distribute customer feedback to inform of improvements, identify support
needs, and anticipate client expectations.
• Sales & Marketing Administration
o Support Sales & Marketing department as needed with administrative activities
• Partner Management
o Support the development of the Partner Management Program
Metrics for Success
Success in this role will be evaluated based on key performance indicators (KPIs), including:
• Renewal Rates: Achieving or exceeding targeted renewal rates and reducing churn.
• Customer Satisfaction Scores: Maintaining high satisfaction scores as measured by post-engagement surveys
and feedback.
• Event Engagement: Ensuring strong attendance, participation, and follow-up engagement from customer events.
• Process Efficiency: Demonstrating improved efficiency in Customer Success workflows, reflected in reduced time for onboarding, check-ins, and data handling.
• Data Accuracy and Insights: Ensuring reliable data reporting and actionable insights to support decision-
making for Customer Success Managers and other teams.
Experience and Education Requirements:
• Bachelor’s degree in Business, Operations, Marketing, Information Systems, or a related field.
• 2+ years of experience in customer success operations, sales operations, or a similar role, preferably in an enterprise software environment.
• Proficiency in Customer Success software (e.g., Gainsight, ChurnZero), CRM systems (e.g., Salesforce), and marketing communication tools.
• Experience in event planning and customer communication campaigns.
• Strong analytical and problem-solving skills, with a keen eye for identifying trends and areas for improvement.
• Excellent communication and collaboration skills to work effectively across teams.
Customer Success Coordinator employer: Kinsmen Group
Contact Detail:
Kinsmen Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Coordinator
✨Tip Number 1
Familiarize yourself with customer success software like Gainsight and CRM systems such as Salesforce. Understanding these tools will not only help you in the role but also show us that you're proactive and ready to hit the ground running.
✨Tip Number 2
Highlight any experience you have with event planning and customer communication campaigns. We value candidates who can effectively engage customers through events and keep them informed about our solutions.
✨Tip Number 3
Demonstrate your analytical skills by preparing examples of how you've used data to drive decisions in previous roles. We love candidates who can provide insights and improve processes based on data analysis.
✨Tip Number 4
Show us your collaboration skills! Be ready to discuss how you've worked with different teams in the past to achieve common goals, especially in customer success or sales operations.
We think you need these skills to ace Customer Success Coordinator
Some tips for your application 🫡
Tailor Your CV: Make sure to customize your CV to highlight relevant experience in customer success operations, event planning, and data management. Use keywords from the job description to align your skills with the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer success and your understanding of the role. Mention specific experiences where you improved workflows or managed customer communications effectively.
Highlight Relevant Skills: Emphasize your proficiency in Customer Success software and CRM systems, as well as your analytical skills. Provide examples of how you've used these tools to drive customer engagement and satisfaction.
Showcase Event Planning Experience: If you have experience coordinating customer events or webinars, be sure to include this in your application. Detail your role in logistics, registration, and post-event follow-ups to demonstrate your organizational skills.
How to prepare for a job interview at Kinsmen Group
✨Show Your Analytical Skills
Be prepared to discuss your experience with data management and analysis. Highlight specific examples where you've used data to drive decisions or improve processes, as this role heavily relies on generating insights from customer data.
✨Demonstrate Event Planning Experience
Since the position involves coordinating customer events, share your past experiences in event planning. Discuss how you managed logistics, registration, and post-event follow-ups to ensure successful engagement.
✨Understand Customer Success Metrics
Familiarize yourself with key performance indicators relevant to customer success, such as renewal rates and customer satisfaction scores. Be ready to explain how you would track and improve these metrics in your role.
✨Highlight Collaboration Skills
This role requires working closely with various teams. Prepare examples of how you've successfully collaborated across departments in previous positions, emphasizing your communication skills and ability to align goals.
