Customer Success Coordinator

3 weeks ago

Glasgow Scotland, Scotland, United Kingdom Kinsmen Group Full time

The Customer Success Coordinator will play a vital role in enhancing our customer success function by developing and implementing processes, tools, and systems to streamline customer engagement, grow our customer accounts and ensure successful renewals.


This position will support the Customer Success team by managing data, renewals, customer events, improving workflows and optimizing technology to help ensure client satisfaction, successful product adoption, high renewal rates, and engagement through events and communications. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.


Duties & Responsibilities:


Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Renewal Management and Forecasting

o Oversee the renewal process by tracking and managing timelines, gathering necessary account

information, and proactively identifying at-risk accounts.

o Assist Customer Success Managers (CSMs) in preparing for renewal conversations by providing data insights and strategy recommendations.

o Assist Finance Manager in the production and distribution of renewal quotes and invoices.


• Event Planning and Execution

o Coordinate and support customer and prospect events such as in-person events, webinars, user groups, and training sessions. Handle logistics, registration, and post-events

• Customer Communications

o Assist in planning and creating customer newsletters, announcements, and updates to keep clients

informed and engaged with Kinsmen Group’s solutions and upcoming events.


• Data Management and Reporting

o Maintain and analyze customer data to generate insights, including customer health scores, churn

risk, renewal rates, and engagement metrics. Build and maintain dashboards for real-time visibility

on account statuses, especially focusing on renewal timelines and probability.


• Process Optimization

o Develop, document, and refine processes to increase team efficiency, such as customer onboarding,

check-ins, renewal tracking, and account health monitoring.


• Technology Administration

o Act as the primary administrator for Customer Success platforms, such as Gainsight, Salesforce, or

similar tools, ensuring effective data integration and alignment with sales and support teams.


• Customer Journey Mapping

o Support mapping customer journeys to help identify critical touchpoints and areas for improvement

in engagement, satisfaction, and renewal likelihood.


• Collaboration

o Work closely with Sales, Support, Services, Marketing and Product teams to ensure data alignment

and seamless customer transitions between departments, especially for accounts nearing renewal.


• Customer Feedback Loop

o Gather, analyze, and distribute customer feedback to inform of improvements, identify support

needs, and anticipate client expectations.


• Sales & Marketing Administration

o Support Sales & Marketing department as needed with administrative activities

• Partner Management

o Support the development of the Partner Management Program


Metrics for Success

Success in this role will be evaluated based on key performance indicators (KPIs), including:

• Renewal Rates: Achieving or exceeding targeted renewal rates and reducing churn.

• Customer Satisfaction Scores: Maintaining high satisfaction scores as measured by post-engagement surveys

and feedback.

• Event Engagement: Ensuring strong attendance, participation, and follow-up engagement from customer events.

• Process Efficiency: Demonstrating improved efficiency in Customer Success workflows, reflected in reduced time for onboarding, check-ins, and data handling.


• Data Accuracy and Insights: Ensuring reliable data reporting and actionable insights to support decision-

making for Customer Success Managers and other teams.


Experience and Education Requirements:


• Bachelor’s degree in Business, Operations, Marketing, Information Systems, or a related field.

• 2+ years of experience in customer success operations, sales operations, or a similar role, preferably in an enterprise software environment.

• Proficiency in Customer Success software (e.g., Gainsight, ChurnZero), CRM systems (e.g., Salesforce), and marketing communication tools.

• Experience in event planning and customer communication campaigns.

• Strong analytical and problem-solving skills, with a keen eye for identifying trends and areas for improvement.

• Excellent communication and collaboration skills to work effectively across teams.

  • Customer Success Manager

    4 weeks ago

    Edinburgh, Scotland, Scotland, United Kingdom Mapal Group Full time

    Mapal Group is looking for an Endinburgh based Customer Success Manager.A Customer Success Manager engages on a counselling basis to understand our Customer’s requirements and changes to their business direction, suggesting changes to configuration or introducing our new functionality or products to support the client’s goals and help them achieve...

  • Project Coordinator

    2 weeks ago

    Glasgow, Scotland, Scotland, United Kingdom Trespass Full time

    Project Co-ordinator Role ProfileReports to: Head of Ecommerce / Ecommerce ManagerLocation: Glasgow, office basedSalary: Dependent on experienceHours: 42.5 hours per week (8.30am to 5.30pm)Role Overview We are seeking an organized and detail-oriented individual to join our team as an Ecommerce Project Coordinator for our Trespass and Nevisport platforms. The...

  • Facilities Coordinator

    4 weeks ago

    Glasgow, Scotland, Scotland, United Kingdom Trespass Full time

    Facilities Co-ordinator Role ProfileReports to: Retail Support ManagerLocation: Glasgow, office basedSalary: Dependent on experienceHours: 42.5 hours per week (8.30am to 5.30pm) Role Overview With a service oriented mind-set and the customer’s best interest at heart, as a Facilities Coordinator you will be...

  • Customer Service Advisor

    4 months ago

    Glasgow, Scotland, Scotland, United Kingdom Greenbean Full time

    We are looking for Customer Service Advisors to join our call centre team in Glasgow on a long term, temporary ongoing basis.Full training will be provided for the role; however, a customer service background or call centre experience is extremely beneficial to excel in this role.Starting hourly rate of £11.44 which increases to £12.30 after 12 weeks...

  • Customer Support Administrator

    6 days ago

    Glasgow, Scotland, Scotland, United Kingdom Trespass Full time

    Customer Support Administrator Role ProfileReports to: Customer Experience Manager Location: Glasgow, office basedSalary: Dependant on experienceHours: 42.5 hours per week (8.30am to 5.30pm) Role Overview Due to the continued growth across both domestic and international e-commerce channels, we’re seeking...

  • Field Based Customer Account Manager

    4 weeks ago

    Glasgow, Scotland, Scotland, United Kingdom Lavazza Professional UK Full time

    Who are we?Lavazza Professional is the Business-to-business (B2B) arm of Lavazza Group; as a brand we have grown over the last 120 years from a small Italian artisanal company to an industrial giant. We remain family owned and our passion for quality coffee is coupled with a spirit of entrepreneurship, defined by innovation and a sense of responsibility.At...

  • Systems IVVQ Manager

    2 months ago

    Glasgow, Scotland, Scotland, United Kingdom Thales Full time

    An exciting opportunity has arisen for an Integration, Verification, Validation and Qualification Manager (IVVQM) within Thales Optronics and Missile Electronics (OME) business. The successful candidate will initially undertake the role of an IVVQM within one of the Land, Sea or Air domains within OME.The primary purpose of this position is to define and...

  • Partnerships Marketing Executive

    3 weeks ago

    Glasgow, Scotland, Scotland, United Kingdom Systal Technology Solutions Full time

    Partnerships Marketing ExecutiveCompetitive Salary & Benefits Glasgow/HybridSystal is a global managed network and security service and transformation specialist. We consult, deploy, and integrate multi-vendor technologies which help enterprise businesses maximise the security and value of their complex IT infrastructure. Across our 24/7 Network and Security...

  • Partnerships Marketing Executive

    4 weeks ago

    Glasgow, Scotland, Scotland, United Kingdom Systal Technology Solutions Full time

    Partnerships Marketing ExecutiveCompetitive Salary & Benefits Glasgow/HybridSystal is a global managed network and security service and transformation specialist. We consult, deploy, and integrate multi-vendor technologies which help enterprise businesses maximise the security and value of their complex IT infrastructure. Across our 24/7 Network and Security...

  • Workforce Coordinator

    4 weeks ago

    Glasgow, Scotland, Scotland, United Kingdom Brainkind Full time

    Rota Co-ordinator – Glasgow £23,847.10 per annum Monday to Friday 9am till 5pm. Why join us? Brainkind is a leading UK charity that works alongside people with an acquired brain injury, autism, and learning or physical disabilities to help them live as independently as possible. Our teams across the UK support people to move forward with their lives....

  • Product Coordinator

    4 weeks ago

    Edinburgh, Scotland, Scotland, United Kingdom Sunamp Full time

    Join our journey as Product CoordinatorJoin our journey as a Product Coordinator In a world grappling with the challenges of climate change, Sunamp embarked on a transformative mission. Our goal? To revolutionise how we generate, store, and use heat in our homes and businesses. Central to this mission is the meticulous management of technical documentation...

  • Installation Technician

    4 days ago

    Glasgow, Scotland, Scotland, United Kingdom Consult Full time

    Install TechnicianBased on the edge of Glasgow, Scotland, with travel to customer sites across the UK and Ireland.Benefits include company Pension Scheme, Life Assurance Cover and Private HealthcareMy client is a leader in veterinary imaging, offering advanced technologies in ultrasound, X-ray, digital image management (PACS), CT, and MRI. Dedicated to...

  • Senior Environmental Planner/ EIA Co-ordinator

    2 weeks ago

    Glasgow, Scotland, Scotland, United Kingdom Gaia Talent Full time

    We are looking for an experienced Senior Environmental Planner / EIA Co-ordinator to join a dynamic team of environmental and planning professionals. The role offers the opportunity to contribute to impactful projects while supporting the team’s growth and success.ResponsibilitiesCoordinate and manage Environmental Impact Assessments (EIAs) and...

  • Help Desk Coordinator

    2 weeks ago

    Stirling, Scotland, Scotland, United Kingdom DD Full time

    We are looking for proactive and organised individuals to join our Engineering Service Scheduling and Equipment Installations team to provide administrative and customer service support to our portfolio of dental customers. These varied roles will internally manage customer expectations and liaise with different departments of the business to ensure our...

  • Technical Lead

    6 days ago

    Glasgow, Scotland, Scotland, United Kingdom Henderson Scott UK Full time

    Technical Lead - Our client, an established fintech company about to enter an exciting period of growth are seeking a hands on lead Software Engineer to lead a small engineering team and align technical strategies with business goals. Key Responsibilities:Lead and mentor the engineering team in developing scalable software solutions.Oversee the architecture...

  • VP of Software Engineering

    6 days ago

    Glasgow, Scotland, Scotland, United Kingdom Henderson Scott UK Full time

    Head of Engineering (VP) - Six figure package - 5 days on-site. Our client, an established fintech company about to enter an exciting period of growth are seeking a hands on Vice President of Engineering to lead their engineering team and align technical strategies with business goals. Key Responsibilities:Lead and mentor the engineering team in developing...

  • Quality Engineer

    4 months ago

    Glasgow, Scotland, Scotland, United Kingdom Celeros Flow Technology Full time

    For over 140 years our products have helped ensure the safe, reliable operations of key industries. With a passion for precision and partnership, Celeros Flow Technology continues this heritage of high performance and dependability, providing mission critical, sustainable flow control solutions for our customers around the globe.Celeros Flow Technology is...

  • Sales Coordinator

    2 months ago

    West Lothian, Scotland, Scotland, United Kingdom Escape Recruitment Services Full time

    Based: West Lothian (Hybrid)Salary: £28,000 Per Annum + BonusEscape Recruitment Services Commercial Division are recruiting for our client based in West Lothian; we have an exceptional opportunity to join a leading employer as a Sales Coordinator on a permanent basis.Based within a small supportive team environment, you will provide support to the Field...

  • Retrofit Technical Manager

    1 week ago

    Glasgow, Scotland, Scotland, United Kingdom Loco Home Retrofit Full time

    SUMMARYSalary: £35 to 41k FTE, depending on experience. Schedule: 0.6 to 1.0 FTELocation: Glasgow-basedContract: permanentDeadline: applications considered as they are receivedBACKGROUNDThis role is an opportunity to take the senior technical role in an expanding built environment enterprise focused on retrofit and the climate change crisis. When we talk...

  • Marine Personnel Officer

    4 weeks ago

    Glasgow, Scotland, Scotland, United Kingdom Red - Specialist Marine Recruitment Full time

    Our maritime client is recruiting for a Marine Personnel Officer to join their team on a full-time permanent basis.As a Marine Personnel Officer you will be responsible for the Preparation, follow-up and executions of timed rotation schedules. As Marine Personnel Officer you will also be responsible to ensure joiners have complete and proper documentation...