Senior Coordinator, Client Success

We believe in bold ideas, diverse perspectives, and the drive to transform knowledge into impact. Here, your curiosity fuels progress, your voice shapes innovation, and your ambition helps redefine what’s possible within science and learning. We are a culture that obsesses over impact, challenges, and drives what’s next to power infinite possibilities for our customers, colleagues and society at large.

The Senior Coordinator, Client Success drives team effectiveness, bringing expert-level execution and autonomy to the Client Success Representative role while taking on additional operational responsibilities as strategic account management responsibilities for Large and Enterprise-level customers. The Senior Coordinator will work with Large and Enterprise accounts to proactively monitor account health, identify growth opportunities in collaboration with Sales, lead quarterly business reviews with key strategic accounts, and serve as a trusted advisor with defined goals to drive retention and expansion.

This role requires deep product expertise, strong relationship management skills, and business acumen to deliver high-touch support. In addition, the Senior Coordinator will mentor team members and contribute to the overall success of the Client Success operation.

Daily responsibilities include backup support for phone and email inquiries (replies, invoices, account creation, etc.), particularly when team members are on PTO or during high-volume periods. The Senior Coordinator will also serve as a subject matter expert, providing clarity and knowledge-sharing that other team members can rely on.

Serve as primary contact for large/enterprise accounts, driving value and satisfaction for retention and growth Large and Enterprise clients direct and proactive support Complex client needs are anticipated and addressed proactively, strengthening account stability. Personalized demonstrations of new features and products Onboard new clients, including account setup and hands-on guidance to ensure proper activation and reduce time to product consumption New clients are set up correctly and confidently Onboarding experience is tailored to each client's needs and technical proficiency Clients reach active product use faster through structured, personalized onboarding Lead quarterly reviews with clients Monthly check-ins and quarterly business reviews Gather client feedback during reviews, and inform product and service improvements Reviews result in action plan that drive continued engagement and account expansion Identify client account upsell opportunities Growth opportunities are recognized through deep understanding of client needs and usage patterns Collaboration with Account Manager to support revenue growth while maintaining client trust Monitoring account health dashboards to address issues proactively At-risk accounts are identified early through data monitoring, enabling intervention before problems escalated Usage trends inform outreach strategies that drive engagement and product adoption Health metrics improve over time as proactive support reduces churn indicators Performs all Client Success Representative responsibilities with increased efficiency and autonomy Coordinate with manager to ensure support needs are met with minimal direction Act as a reliable backup for frontline coverage Provide team mentorship through guidance, modeling best practices, and knowledge sharing

2+ years of experience in client success, account management, or related roles Ability to work independently while staying aligned with team goals Sound problem-solving and decision-making skills, with the judgment to anticipate complex client needs Ability…