Customer Success Coordinator

Description

Tricerat is the company behind Screw Drivers
, the enterprise print management platform trusted by healthcare systems, government agencies, and enterprises running VDI/RDS environments (Citrix, Omnissa/VMware, Microsoft AVD, IGEL, and more). Customer renewals and customer success are an important facet of our revenue, and we invest in the people and systems that keep our customers happy, current, and growing with us.

We're hiring a Customer Success Coordinator to be the day-to-day driver of customer experience across our install base. You'll work inside Hub Spot — where we've already built out a customer success cadence system — helping maintain and improve those automations, keeping renewal touchpoints on track, and guiding customers through migration from legacy product versions to current Screw Drivers releases.

Your north star is customer health: reducing churn, elevating the customer experience, and turning happy customers into vocal advocates (think G2 reviews, references, and case study candidates). You'll own the operational KPIs that make that happen, with shared accountability alongside revenue leadership for retention outcomes.

When you spot expansion signals — a customer outgrowing their license count, a legacy customer whose migration opens the door to a broader deployment — your job is to dig in, qualify the opportunity, document it, and hand it off cleanly to the sales team.

• Run proactive customer touchpoints through our established Hub Spot cadence system — check-ins, health monitoring, and renewal outreach
• Spot early churn signals (non-responsive accounts, low engagement, support friction) and act on them before they become losses
• Support the renewal process end to end, including preparing and delivering renewal quotes and following them through to close

• Champion the customer experience — gather feedback, close the loop on issues, and make sure customers feel heard
• Build our public proof: drive G2 reviews, identify reference customers, and surface case study candidates
• Track customer satisfaction and share what you're hearing with product, support, and revenue leadership

• Help maintain and refine the Hub Spot automations behind our CS motion — workflows, sequences, task queues, and reporting
• Keep customer and pipeline data clean and reliable, reconciling with Net Suite where needed
• Suggest and implement improvements as the cadence system matures

• Manage the pipeline of customers on legacy product versions and coordinate their migration to current Screw Drivers releases
• Communicate migration timelines, requirements, and benefits; coordinate scheduling with support and engineering
• Track migration status per account and report on progress

• Identify expansion opportunities during renewal and migration conversations (seat growth, additional environments, upgraded editions)
• Qualify the basics — who, what, why now — document it in Hub Spot, and hand off to sales with a clean summary
• No quota, no closing responsibility: your win is a well-qualified handoff

• Churn reduction: measurable improvement in retention across your book of accounts
• Customer experience: healthier accounts, faster issue resolution loops, and rising satisfaction signals
• Advocacy: steady growth in G2 reviews, referenceable customers, and case study pipeline
• Migration progress: quarter-over-quarter reduction in customers on legacy versions
• Qualified expansion handoffs: volume and quality of opportunities passed to sales

• 1-2 years in customer success, renewals,…