This is a remote position.

Job Summary

As the Customer Success Support Coordinator, you will act as the central operational hub for the Mission Critical Success Team. Your mission is to bridge the gap between high-level account management and daily execution. You will own the day-to-day cadence of the department, ensuring that project implementations are seamless, account data is pristine, and the CSMs are equipped with the reporting and materials they need to drive client value.

Key Responsibilities

Operational Execution & Delivery

• Project & Implementation Support: Maintain project trackers and timelines, documenting key decisions and dependencies to ensure seamless user onboarding.

• Stakeholder Coordination: Act as a cross-functional link between Sales, Ops, Product, and Finance to resolve service, billing, or technical tasks.

• Scheduling & Logistics: Manage the scheduling for onsite training, customer meetings, and travel logistics for the Success team.

Data, CRM & Reporting

• CRM Ownership & Data Hygiene: Maintain Zoho CRM data quality, stages, activities, and ownership; ensure a single source of truth across tools.

• Knowledge Management: Curate and capture ROIs statements, Client Feedback, briefing packs, and client-facing documentation to ensure the team operates efficiently.

• Compliance & Recordkeeping: Uphold data privacy, security, and records-retention standards across documents and systems.

Sales & Expansion Support

• Proposal Assembly: Assist CSMs by assembling quotes and order forms for expansion or upsell opportunities.

• Feedback Loops: Capture and organize customer feedback to provide the Product team with actionable data for continuous improvement.

• Process Improvement & Automation: Map processes, remove bottlenecks, and use automation tools to reduce manual work (e.g., Zoho, Sheets, simple workflows).

Requirements

• 3+ years experience in operations, project coordination, sales support, or business administration in a B2B environment.

• Strong organisational skills with exceptional attention to detail and follow-through.

• Clear, concise written and verbal communication suitable for client-facing notes and executive summaries.

• Proficiency with Zoho CRM (or similar), Google Workspace & A.I.

• Experience preparing proposals and coordinating cross-functional inputs (commercial, technical, legal).

• High discretion and professionalism in handling sensitive information.

• Available to work within UK or CET time zones, with flexibility to overlap EST when required.

• Minimum B2 English language.

• Nice to have: Exposure to construction, camera, or software industries; basic familiarity with vendor management and procurement; knowledge-base tools (Notion, Confluence).​