Customer Success Coordinator (Remote)

Customer Success Coordinator | Kinsmen Group | UK

About Kinsmen Group

Customer Success Coordinator | Kinsmen Group | UK

About Kinsmen Group

From our locations in the U.S. and U.K., we help companies transform how they use data. Since 2015, Kinsmen Group has been working to simplify the complexities of information management through a service-oriented approach. As an independent firm, we are agile and flexible in this approach and open to finding one-of-a-kind solutions for our clients. We are passionate about what we do and take pride in our work. And above all, we are a people-first company and believe in inclusion, teamwork, integrity, and respect.

About the role
Based in our Glasgow office, 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.

What you’ll do
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Renewal Management and Forecasting

Oversee the renewal process by tracking and managing timelines, gathering necessary account information, and proactively identifying at-risk accounts.
Assist Customer Success Managers (CSMs) in preparing for renewal conversations by providing data insights and strategy recommendations.
Assist Finance Manager in the production and distribution of renewal quotes and invoices.

Event Planning and Execution

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

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

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

Develop, document, and refine processes to increase team efficiency, such as customer onboarding, check-ins, renewal tracking, and account health monitoring.

Technology Administration

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

Support mapping customer journeys to help identify critical touchpoints and areas for improvement in engagement, satisfaction, and renewal likelihood.

Collaboration

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

Gather, analyze, and distribute customer feedback to inform of improvements, identify support needs, and anticipate client expectations.

Sales & Marketing Administration

Support Sales & Marketing department as needed with administrative activities

Partner Management

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.

Qualifications

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.
Knowledge of engineering document and drawing management solutions (preferred but not required).

Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home