Client Success Coordinator II

Key Responsibilities

• Serve as the dedicated account manager for an assigned portfolio of clients, ensuring consistent, professional communication and follow-up.
• Proactively engage clients to identify needs, provide updates, and offer service recommendations aligned with their goals.
• Handle escalated client issues or complex inquiries, ensuring timely resolution and clear communication throughout.
• Maintain regular check-ins and relationship-building communications to ensure ongoing satisfaction and client retention.
• Lead client onboarding and success planning, ensuring a seamless transition from sales and setting expectations.
• Work cross-functionally to develop tailored solutions by coordinating with specialized departments (e.g., legal, finance, entity formation).
• Track client milestones and timelines, ensuring deliverables are met and communicated effectively.
• Monitor client usage, feedback, and service outcomes to identify upsell, cross-sell, and renewal opportunities.
• Analyze account activity and prepare performance summaries to provide insights and suggest improvements.
• Contribute to client satisfaction and retention metrics through proactive service and relationship building.

Required Qualifications

• Bachelor’s degree in Business, Communications, Marketing, or a related field.
• 3+ years of professional-level experience in client success, account management, or a customer-facing role, preferably within professional services, financial services, or a consulting environment.
• Proven ability to manage client relationships independently, including resolving complex issues and proactively driving client satisfaction and retention.
• Demonstrated experience with account oversight or portfolio management, including tracking client progress, coordinating services, and contributing to renewals or upsells.
• Strong proficiency with CRM platforms, communication tools, and workflow management systems (e.g., Salesforce, HubSpot, Slack, project management software).
• Exceptional written and verbal communication skills, with the ability to tailor messages to different audiences and lead client-facing discussions.
• Excellent time management and organizational abilities, including the ability to manage multiple client accounts, deadlines, and internal coordination without direct supervision.
• High degree of accuracy, professionalism, and attention to detail, particularly when handling sensitive client information or coordinating across departments.
• Demonstrated initiative and self-motivation, with a track record of identifying and implementing process improvements.
• Strong interpersonal skills, with the ability to establish trust, build long-term client relationships, and collaborate effectively with internal teams.
• Comfortable working in a fast-paced, dynamic environment that requires adaptability and strong problem-solving skills.
• Commitment to continuous learning and professional development, particularly in the areas of business services such as asset protection, entity formation, and estate planning.

Preferred Qualifications

• 3–5 years of client-facing experience, with at least 2 years in a client success, account management, or professional services coordination role.
• Completion of relevant certifications in areas such as Client Success Management, Account Management, Customer Experience (e.g., SuccessHACKER, HubSpot Academy, or similar).
• Experience supporting or managing clients in industries such as financial services, legal services, consulting, or business development.
• Familiarity with business services concepts, including asset protection, entity formation, estate planning, or capital development.
• Proven track record of contributing to client retention, satisfaction, and revenue growth through high-touch relationship management.
• Experience participating in cross-functional initiatives aimed at improving client experience, communication workflows, or operational processes.