Customer Success Coordinator

Company Description

At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.

We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. With Xplor Pay, we help businesses get paid quickly and securely – without hidden fees. We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments.

We are unified by our purpose of helping people to succeed. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.

Job Description

Join our Fitness and Wellbeing vertical as the Customer Success Operations Specialist to make a real impact every day. We say this because every process we streamline, every system update we implement, and every customer interaction we manage is an opportunity to enhance and enrich our customers’ overall experience. 

Reporting to the Manager of Customer Success, the Customer Success Operations Specialist will be integral to supporting the internal processes of the Customer Success Team.  You will work closely with the Customer Success team, as well as with cross-departmental team members to ensure smooth process execution, data and reporting accuracy, as well as communication of updates both internally and externally. 

Responsibilities and Core Functions 

• Manage transactional processes, ensuring smooth and efficient client service and updates. 

• Support with client contracts, system changes, and ownership transitions, account closures, and other items related to client status changes. 

• Generate and manage internal reports, dashboards, workflows, playbooks, and automations related to contract changes and updates, and ownership transitions. 

• Support legal contract updates in collaboration with legal and compliance teams. 

• Maintain data integrity and ensure accurate records in CRM systems as the administrator for our internal CRM. 

• Collaborate with cross-functional teams to resolve operational challenges. 

• Drive cross functional and change management projects in partnership with CS Leadership 

• Identifying inefficiencies in customer success workflows and suggesting improvements. 

• Documenting and standardizing processes to ensure consistency across the team. 

This position is eligible for a base salary range of $60,000 - $70,000 USD.

Qualifications

Required Qualifications 

• 2+ years in customer operations or a similar role in SaaS/B2B, preferably with Customer Success teams 

• Proficient in maintaining CRM systems (e.g., Salesforce, Gainsight); detail-oriented with strong communication skills. 

• Experience in working with teams cross-functionally 

• Familiarity with contract management and regulatory compliance is a plus. 

Work Skills/Personal Characteristics:  

• Exceptional attention to detail and organizational skills. 

• Strong internal and external communication skills across multiple platforms (email, phone, Slack, etc.). 

• Excellent project management skills with the ability to juggle competing priorities. 

• Experience or interest in the fitness and well-being industries, particularly boutique fitness. 

• Passion for building a career in Customer Success. 

• High proficiency in Microsoft Office Suite (Teams, Excel, PowerPoint, Word, Outlook). 

Additional Information

Values and Life at Xplor

Our four core values that guide us from how we hire and recognize our team members to how we interact with our customers day to day:

Make life simple
Build for people
Move with purpose
Create lasting communities
 
If these values sound like you, and describe people you want to work with, you will thrive at Xplor.

As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.

Some of the perks of working with us: 

• 12 weeks fully paid gender-neutral parental leave
• #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
• Ongoing dedication to Diversity & Inclusion initi