Customer Success Coordinator

About ArborXR

ArborXR is the leading device management platform built specifically for enterprise XR. We help some of the world’s largest companies deploy, manage, and scale VR, AR, and MR programs across training, operations, and innovation teams. Our customers include global enterprises, education systems, healthcare organizations, and government agencies running real, production XR programs.

As ArborXR continues to grow, we’re looking for a Sales Coordinator to help keep deals, customers, partners, and internal teams moving smoothly.

About the role

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.

What you'll do

• 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.

Qualifications

• 1–3 years of experience in Customer Success, Account Coordination, Customer Operations, Revenue Operations, SaaS support, or a related customer-facing operational role.
• Background in the XR industry is a must, familiarity with channel/reseller ecosystems, and experience in B2B SaaS environments.
• 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.
• 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.