Customer Success, Account Coordinator

About the role

This is a hybrid operations and project coordination role sitting within the Customer Success organization, reporting to the Sr. Director, Strategic Accounts.

Responsibilities

• Support ongoing account needs including customer updates and reporting while handling ad-hoc requests as they arise.
• Serve as the connective tissue between Kipsu Support, Development, Product, and Account teams — triaging and managing inbound and outbound requests through internal and customer ticketing systems to ensure nothing falls through the cracks.
• Provide process documentation and continuously identify opportunities to streamline workflows, improve documentation, and recommend process automation where applicable to increase team efficiency and scalability.
• Track and manage deadlines across multiple concurrent tasks and client requests, keeping the Account Director informed on status, blockers, and progress.
• Messaging Partner Deployment & Onboarding: Support customers and vendors through the full messaging setup and onboarding process to ensure a smooth and successful launch.
• Reporting & Reconciliation: Generate and maintain recurring operational reports, perform data reconciliation, and respond to ad-hoc reporting requests to ensure accuracy and visibility across the account.

Requirements

• 1–3 years of experience in operations and/or project management; SaaS, hospitality or enterprise account environment a plus.
• Highly detail-oriented with strong organizational skills — comfortable managing a high volume of tasks, requests, and competing deadlines simultaneously.
• Familiarity with JIRA or similar ticketing/project management tools; ability to triage, prioritize, and track requests across multiple teams.
• Familiarity with Salesforce, reporting and basic data reconciliation tasks.
• Strong knowledge of spreadsheet functionality (MS Excel/Google Sheets).
• Clear, proactive communicator who can keep stakeholders aligned and escalate issues appropriately.
• Resourceful problem-solver who works well in a cross-functional environment and takes ownership of follow-through.

Qualifications

Reasonable accommodations are available to support team members in performing the essential responsibilities of the role.

Skills

Unity– Everyone here is committed to the same mission. Our core values are not platitudes but our pact. We believe in the best in each other while always reaching to be better.
Transparency– Our leadership gets into the details. We all gather for weekly space to discover how each team is doing so that we have a full understanding of the business and think like a CEO.
Trust– Our team members are given the trust and license to excel at their jobs, and are supported along the way to continuously grow.
Mentorship - We all have more to learn and something to teach. The lessons are beyond technical. We celebrate our busy hive of shared growth.
Respect– Our success and future as an industry leader depend on actionable commitment to cultivating a diverse and equitable team. Everyone here has a voice that is heard and respected. We seek open and honest conversation on our journey to be active stewards of our shared communities.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401K with a company match
• Unlimited/responsible vacation time
• Life insurance
• Flex spending account
• Commuter benefits

Pay

The pay range for this role is $50,000- $60,000/yr