Customer Success Coordinator

About ArborXR

ArborXR 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're in a high-growth phase, expanding our enterprise sales motion and building the team that will take ArborXR to the next level.

The Customer Success Coordinator supports a scalable, consistent customer experience across ArborXR’s customer base, with a particular focus 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 ArborXR. The Coordinator also plays a key role in maintaining clean, accurate customer data in HubSpot so the CS team can better identify churn risk, monitor account health, and engage customers at the right moments.

Why This Role Matters

This role is foundational to building a scalable, proactive Customer Success organization at ArborXR. As our customer base continues to grow, the Customer Success Coordinator helps ensure customers receive consistent guidance, operational excellence, and timely engagement throughout their lifecycle,  while enabling Customer Success Managers to focus on strategic relationships, retention, and growth.

The ideal candidate enjoys bringing structure to complexity, improving systems, helping customers succeed, and creating operational clarity across teams.

Core Responsibilities

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, RevOps, 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.

HubSpot 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.
• HubSpot becomes a reliable source of truth for customer ownership, lifecycle stage, renewal status, partner involvement, and engagement risk.
• Onboarding and renewal motions become more systematized, measurable, and scalable.
• CS has better visibility into churn risk before it becomes urgent.

What We're Looking for

• Highly organized, detail-oriented, and systems-minded.
• Comfortable working in HubSpot or similar CRM tools.
• Strong written communication skills.
• Enjoys process improvement, data cleanup, and operational consistency.
• Able to spot gaps, inconsistencies, and risk signals.
• Customer-oriented with strong judgment around when issues require strategic CSM involvement.
• Collaborative, proactive, and comfortable working across CS, Support, RevOps, Channel, and Sales.
• Comfortable engaging customers in a professional, proactive manner and helping guide them toward successful adoption and outcomes.

Example Areas of Ownership

• Onboarding completion rates
• Renewal readiness accuracy
• CRM data quality and hygiene
• Customer engagement coverage
• Lifecycle communication execution
• Timeliness of risk identification and escalation
• Webinar/event participation coordination
• Operational follow-through across customer workflows

Preferred Qualifications

• 1–3 years of experience in Customer Success, Account Coordination, Customer Operations, Revenue Operations, SaaS support, or a related customer-facing operational role.
• Experience working in HubSpot, Salesforce, Gainsight, Zendesk, or similar CRM/customer systems.
• Strong organizational and project coordination skills with high attention to detail.
• Ability to manage multiple workflows simultaneously and follow through consistently.
• Comfortable navigating ambiguity and helping build scalable processes in a growing organization.
• Strong written communication and customer-facing professionalism.
• Analytical mindset with the ability to identify patterns, gaps, and operational risk signals.
• Interest in customer experience, lifecycle management, operational excellence, and SaaS technology.
• Experience supporting renewals, onboarding, customer communications, or lifecycle programs is a plus.
• Familiarity with channel/reseller ecosystems or B2B SaaS environments is a plus.