Customer Success Coordinator

Overview

Arbor

XR is the leading device management platform for VR and AR — built for the enterprise. We help the world's largest organizations deploy, manage, and scale their XR programs across training, simulation, education, and operations. Our customers include Global 2000 manufacturers, Fortune 500 enterprises, major health systems, and research universities that are betting on spatial computing to transform how people learn and work.

We are in a high-growth phase, expanding our enterprise sales motion and building the team that will take Arbor

XR to the next level.

Customer Success Coordinator supports a scalable, consistent customer experience across Arbor

XR’s customer base, focusing on lower-ARR accounts, onboarding coordination, renewal readiness, customer data integrity, and proactive lifecycle communications. This role helps ensure customers receive timely guidance, are connected to the right resources, and can successfully manage their XR device fleets through Arbor

XR. The Coordinator also maintains clean, accurate customer data in Hub Spot to help the CS team identify churn risk, monitor account health, and engage customers at the right moments.

• Customer Lifecycle Support:
  Support Mid-Market/SMB customers through automated and light-touch success motions. Identify when customer situations require escalation and route appropriately to Customer Success, Support, Sales, Rev Ops, or leadership. Help coordinate onboarding communications, webinar invitations, renewal reminders, and product update education. Route customers to the right resource, including Support, CS, Channel, or Account Management, depending on need. Monitor customer engagement signals and flag accounts that may require CSM intervention.
  
  Maintain consistent, proactive communication with assigned customers, while effectively triaging questions, concerns, and needs. Contribute to the ongoing improvement of customer lifecycle processes, operational workflows, templates, and automation.
• Onboarding Coordination:
  Ensure new customers receive the appropriate onboarding pathway based on tier, relationship type, and partner involvement. Coordinate kickoff calls for Enterprise, Mid-Market, and SMB customers. Help maintain onboarding templates, checklists, webinar follow-ups, and customer-facing resources. Track onboarding completion and identify customers who may be stalled or under-engaged.
• Hub Spot Data Integrity & Monitoring:
  Maintain accurate customer records, including company associations, renewal dates, CSM ownership, partner/reseller relationships, and customer contact rules. Help maintain reporting visibility around onboarding progress, renewal readiness, customer engagement, and operational health metrics. Monitor account health fields, renewal stages, lifecycle status, and onboarding status. Identify missing, outdated, or inconsistent customer data and coordinate cleanup. Support the development and ongoing refinement of health scoring, churn indicators, and lifecycle automation.
• Renewal & Risk Readiness:
  Help manage renewal communication workflows beginning 120 days before renewal. Ensure renewal records are complete and accurately staged. Flag missing POs, unclear ownership, low engagement, or other renewal risk signals. Partner with CSMs to ensure key accounts receive appropriate attention before renewal. Identify customer expansion signals, adoption opportunities, and engagement patterns that may support future growth conversations.
• Product Education & Best Practices:
  Help customers stay informed about relevant product updates, webinars, and best practices. Support distribution of resources based on customer type, use case, and maturity. Assist with organizing lessons learned from similar customers into repeatable guidance.
• What Success Looks Like:
  Customers receive consistent, timely support without requiring full strategic CSM coverage. CSMs are freed up to focus on strategic key accounts, expansion, churn prevention, and strategic customer relationships. Hub Spot becomes a reliable source of truth for customer ownership, lifecycle stage, renewal status, partner involvement, and engagement…