Client Success Coordinator II

Job Purpose:

The Client Success Coordinator Tier 2 role is a client-facing role that builds upon foundational communication, coordination, and service skills to include proactive account management and client relationship oversight. This role involves nurturing long-term relationships, managing key client accounts, and collaborating with internal departments to ensure clients receive maximum value from our services. The CSC 2 acts as a strategic partner to clients and a key liaison across departments to support high-touch service and retention.

Key Responsibilities:

Client Communication & Relationship Management

• 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.

Client Coordination & Strategic Oversight

• 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.

Account Performance & Insights

• 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.

Knowledge Development & Advisory Support

• Maintain a working knowledge of services related to asset protection, business structures, entity formation, estate planning, and capital development.
• Provide clients with general guidance on service areas and connect them with internal experts as needed.
• Attend regular training and contribute to the creation and improvement of client education materials.

Process Improvement & Strategic Contribution

• Identify and propose improvements to client engagement workflows, communication tools, and knowledge-sharing processes.
• Provide feedback to leadership and support the implementation of new strategies or tools to enhance client satisfaction and team performance.

Administrative & Team Support

• Assist in training and mentoring Level 1 team members.
• Support internal reporting, documentation, and CRM data management related to client accounts.
• Perform other duties as assigned to support the team’s objectives and organizational growth.

Competencies:

Integrity

• Consistently demonstrates ethical behavior.
• Addresses minor ethical issues independently.
• Ensures confidentiality and privacy in more complex situations.

Accountability

• Manages own workload and meets deadlines with minimal supervision.
• Takes responsibility for the outcomes of projects.
• Proactively addresses issues and takes corrective actions.

Customer Focused

• Addresses customer needs independently.
• Handles more complex customer inquiries and complaints.
• Consistently seeks ways to improve customer satisfaction.

Time Management / Organization

• Plans and organizes own work efficiently.
• Balances multiple tasks and projects effectively.
• Uses advanced organizational tools to manage time.

Communication

• Communicates effectively in a variety of settings.
• Tailors messages to the audience and situation.
• Facilitates productive discussions and meetings.

Teamwork

• Contributes to team goals and objectives.
• Builds positive relationships with team members.
• Resolves minor conflicts within the team.

Self-Motivated

• Takes initiative to improve processes and outcomes.
• Manages own workload and sets personal goals.
• Pursues continuous learning and development.

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.

Performance Metrics:

Client Satisfaction & Retention

• Measured by client feedback, satisfaction surveys, Net Promoter Scores (NPS), and overall client sentiment.
• Includes qualitative feedback from high-touch clients and retention rates of assigned accounts.
• Positive outcomes from client reviews, renewal conversations, or escalation resolution.

Account Performance & Strategic Impact

• Portfolio health, including client engagement levels, progress toward service milestones, and adherence to success plans.
• Identification and facilitation of upsell/cross-sell opportunities or referrals.
• Contribution to improved client outcomes through strategic oversight and problem-solving.

Efficiency & Service Delivery

• Timely execution of account coordination, onboarding, and follow-up activities.
• Meeting internal KPIs for task completion, response times, and service timelines.
• Ability to manage multiple client accounts without service delays or communication breakdowns.

Communication & Collaboration

• Responsiveness to client and internal communication with a target reply window (e.g., within 24 hours).
• Effectiveness in leading client meetings, coordinating cross-functional efforts, and documenting communications in CRM tools.
• Active participation in team and department initiatives; contributes to a collaborative environment.

Knowledge Leadership & Professional Growth

• Demonstrated subject-matter understanding in areas such as asset protection, entity formation, estate planning, and related services.
• Contributions to internal knowledge sharing (e.g., documentation, training materials, or mentoring).
• Ongoing certifications, courses, or workshops completed that enhance client advisory capabilities.