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 qualified leads identified through account relationships to the sales organization, ensuring lead information is communicated clearly and followed through to resolution.
- CSM & Account Team Support: Assists the CSM(s) they support with account-related needs and requests, providing timely follow-through and coordination across relevant internal teams.
- Coverage Continuity: Provides reliable backup coverage for an assigned CSM's accounts during PTO, leave, or capacity surges, maintaining continuity of the relationship and its open items.
- Data & Reporting: Assists with tracking and reporting on Customer Success metrics, data integrity, and operational performance to support team visibility and decision-making.
- Early Risk Flagging: Surfaces account health or utilization risk signals observed through day-to-day casework to the account's CSM, acting as an early warning system.
- Cross-Functional Support: Acts as a support resource for internal teams and the accounts they support, addressing a broad range of operational and account-related requests.
- Provider Escalation: Works with CSMs and internal teams to resolve provider escalations that impact end-user care.
- Ad Hoc Project Support: Contributes to ad hoc Customer Success projects and initiatives as assigned, supporting broader team goals and organizational priorities.
Qualifications
Required:
- 1–2 years in a customer support, operations, coordination, or account-facing role
- Background in healthcare or healthcare technology — candidates must already understand how healthcare organizations operate day to day; this is a must-have, not a nice-to-have
- Demonstrated grit and resourcefulness — a go-getter mindset that works through ambiguity and figures things out rather than stalling when a situation isn't fully defined
- Experience managing a high volume of tickets or incoming requests with timely resolution
- Comfort engaging directly with external end users — not just internal requesters — including delivering training or walking someone through a process
- Strong attention to detail and effective time management across competing priorities
- Comfort working with data and CRM tools to support tracking, reporting, and issue resolution
- Strong written and verbal communication skills, with the range to work comfortably from frontline end users up through executive stakeholders
- Collaborative approach and ability to support an assigned CSM and internal teams across a broad range of requests
Preferred:
- Experience with the Department of Veterans Affairs, VA Community Care, or other federal healthcare programs
- Background in healthcare scheduling, referral coordination, or community care
- Familiarity with Salesforce or comparable CRM platforms
- Prior experience supporting a Customer Success, Account Management, or customer-facing team
- Experience delivering end-user training or onboarding support for a software platform
- Comfort owning a defined account or site territory independently, not just a shared support queue
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