Customer Success Coordinator

Job Description:

The Customer Success Coordinator is an experienced professional who owns the day-to-day coordination and operational execution of defined customer success workflows. The role ensures customer commitments, feedback, and cross-functional actions are documented, analyzed, routed, and completed, and recommends practical improvements when processes or outcomes are not meeting expectations.

Reporting to the Senior Manager of Customer Success, this role works independently on varied issues that require judgment, evaluation of available information, and adaptation of established approaches. Work is reviewed at key points. The coordinator partners with Customer Success, Sales, Product, Engineering, Operations, and senior internal and customer stakeholders, tailoring communication to the audience and helping influence timely resolution of customer priorities.

The role also supports Voice of Customer programs, including NPS and other customer feedback initiatives, and turns customer input into clear themes, reporting, and recommendations for improvement.

Responsibilities

Customer Coordination and Issue Resolution

• Own tracking and follow-through for customer commitments, decisions, risks, and action items across assigned initiatives; identify delays and drive clear next steps with accountable partners.
• Coordinate customer-related work across Sales, Engineering, Product, Operations, and other teams, ensuring requests and concerns reach the right owners and receive timely attention.
• Assess unusual or cross-functional issues, gather and evaluate available information, identify likely causes or gaps, and recommend a course of action; escalate material risks when needed.
• Facilitate internal and customer-facing discussions as appropriate, adapt communication to differing audiences, and explain customer priorities in a way that supports alignment and resolution.

Documentation and Knowledge Management

• Maintain accurate customer records, meeting outcomes, decisions, and supporting documentation so teams can access reliable, current information.

• Maintain and improve customer success knowledge resources in Confluence and create or manage Jira tickets for customer requests, initiatives, and follow-up work.

• Apply consistent documentation practices and identify information gaps or process variations that could affect customer outcomes or execution.

• Voice of Customer and Reporting

• Coordinate NPS and other customer feedback activities, including survey setup, distribution, response tracking, and follow-up using SurveyMonkey or similar tools.

• Organize and analyze customer feedback and operational data to identify recurring themes, emerging concerns, and opportunities for improvement.

• Prepare clear reports and recommendations that communicate customer sentiment, relevant context, and potential actions to Customer Success and cross-functional partners.

Operational Improvement and Program Support

• Own assigned Customer Success reporting and operational tracking, ensuring information is accurate and deadlines are met.
• Prepare materials and coordinate inputs for customer business reviews and internal planning meetings.
• Evaluate existing workflows and recommend or implement practical improvements that strengthen efficiency, accountability, and customer experience.
• Contribute to special projects and initiatives, adapting established approaches to address changing needs and incomplete information.

Qualifications

Required Qualifications

• Bachelor's degree in Customer Success, Customer Operations, project or program coordination, account coordination, or a related professional role.
• 5+ years of experience in Customer Success, Customer Operations, project or program coordination, account coordination, or a related professional role.
• Demonstrated ability to independently manage multiple workstreams, prioritize competing requests, and deliver accurate follow-through with limited day-to-day direction.
• Sound analytical and problem-solving skills, including the ability to assess varied information, identify causes or risks, and recommend solutions when procedures or precedent do not fully address an issue.
• Strong written and verbal communication skills, including the ability to facilitate meetings, document decisions and actions, and adapt communication to different internal and external audiences.
• Experience partnering across teams and building productive relationships with stakeholders, including senior partners or customer contacts.
• Proficiency with Confluence and Jira, and strong working knowledge of Microsoft Office and/or Google Workspace.

Preferred Qualifications

• Experience supporting Customer Success or other customer-facing teams.
• Familiarity with NPS programs, customer experience practices, and customer feedback analysis.
• Experience with SurveyMonkey or similar survey platforms and CRM tools such as Salesforce.
• Exposure to SaaS, technology, or service-based organizations.

What Success Looks Like

• Customer commitments, risks, and action items are accurately documented, assigned, and completed on time.
• Cross-functional partners have clear visibility into customer priorities, owners, and next steps.
• Customer feedback is organized, analyzed, and communicated with useful recommendations.
• Customer records and knowledge resources remain accurate, consistent, and easy to use.
• Assigned workflows and programs run reliably, with practical improvements that strengthen accountability and the customer experience.

Nextpower offers a comprehensive benefits package. We provide health care coverage, dental and vision, 401(K) participation including company matching, company paid holidays with unlimited paid time off, generous discretionary company bonuses, life and disability protection and more. Employees in certain positions may be eligible for stock compensation. All plans are in accordance with relevant plan documents. For more information on Nextpowers benefits please view our company website at www.Nextpower.com.

Pay is based on market location and may vary based on factors including experience, skills, education, and other job-related considerations. The annual target total cash compensation for this position is $100,000-$125,000, which includes base salary and target commission. Actual compensation may vary based on sales target achievements. This role is also eligible for equity as part of the total compensation package. (Applicable to California)

At Nextpower, we are driving the global energy transition with an integrated clean energy technology platform that combines intelligent structural, electrical, and digital solutions for utility-scale power plants. Our comprehensive portfolio enables faster project delivery, higher performance, and greater reliability, helping our customers capture the full value of solar power. Our talented worldwide teams are redefining how solar power plants are designed, built, and operated every day with smart technology, data-driven insights, and advanced automation. Together, we're building the foundation for the world's next generation of clean energy infrastructure.

Nextpower is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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