[Hiring] Customer Success Coordinator @Harbor Compliance

Role Description

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 Responsibilities

• Deliver 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.

Qualifications

• 1–3 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 Knowledge

• Direct 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.

Benefits

• 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).
• This role might be eligible for discretionary bonuses or commission payments.