Client Success Coordinator II

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.

* This position operates on a Pacific Standard Time (PST) schedule, and candidates must be able to work standard business hours 8 am - 5 pm PST (10 am - 7 pm CST)*

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.

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…