Customer Success, Account Coordinator

What You’ll Do

• Client Lifecycle Operations:
  Support ongoing account needs including customer updates and reporting while handling ad-hoc requests as they arise.
• Cross-Functional Liaison:
  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.
• Process Improvement:
  Provide process documentation and continuously identify opportunities to streamline workflows, improve documentation, and recommend process automation where applicable to increase team efficiency and scalability.
• Project & Deadline Management:
  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.

• 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 elevate issues appropriately.
• Resourceful problem-solver who works well in a cross-functional environment and takes ownership of follow-through.

This is a hybrid operations and project coordination role sitting within the Customer Success organization, reporting to the Sr. Director, Strategic Accounts. You’ll be the operational backbone supporting a large enterprise customer — completing daily/weekly recurring tasks, aligning people and teams to keep processes moving, and keeping the Account Director informed every step of the way.

• This role is primarily based in our office and includes regular, on‑site time to support collaboration, connection, and shared problem‑solving.
• In this role, you’ll engage in day‑to‑day work that may include:
• Communicating and collaborating with teammates and/or customers through conversation, meetings, and digital tools
• Interacting with information in a variety of formats, including written, visual, and verbal
• Using standard office and technology tools to complete work effectively
• Spending time working at a desk and occasionally moving around the office to connect with others
• We’re committed to building an inclusive workplace. Reasonable accommodations are available to support team members in performing the essential responsibilities of the role.

We are proud to offer a competitive suite of benefits including: health insurance, dental insurance, vision insurance, 401K with a company match, unlimited/responsible vacation time, life insurance, flex spending account, and commuter benefits.

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