Customer Success Coordinator

Job Description

Job DescriptionCustomer Success Coordinator

Department: SalesReports To: VP of Sales / Sales Leadership

Classification: Non-Exempt, Hourly

Location: Cathedral City, California

Position Summary

The Customer Success Coordinator is responsible for delivering a high-touch, white-glove experience to customers throughout the sales and account lifecycle. This position serves as a central point of coordination between customers, Sales, Operations, fulfillment, and other internal teams to ensure customer needs are anticipated, communicated, and resolved promptly.

The Customer Success Coordinator combines exceptional service with strong commercial awareness. The role is expected to develop trusted customer relationships, maintain detailed knowledge of account needs and preferences, proactively identify potential issues, and ensure commitments made to customers are carried through to completion.

Success in this position requires urgency, discretion, attention to detail, polished communication, and a strong sense of personal ownership. The Customer Success Coordinator does not simply respond to customer requests; they actively manage the customer experience.

Essential Duties and Responsibilities

Customer Experience & Relationship Management

• Serve as a primary day-to-day point of contact for assigned customers and accounts.

• Provide responsive, professional, and highly personalized customer service across phone, email, text, and other approved communication channels.

• Develop a detailed understanding of each assigned customer's business, purchasing patterns, preferences, priorities, and service expectations.

• Proactively communicate with customers regarding orders, availability, delivery expectations, account needs, and other relevant developments.

• Conduct appropriate post-sale follow-up to confirm customer satisfaction and identify unresolved needs.

• Build strong professional relationships that encourage customer satisfaction, retention, and long-term account value.

• Maintain appropriate discretion and professionalism when working with sensitive customer, pricing, sales, or business information.

Sales & Account Coordination

• Support Sales leadership and assigned sales representatives in managing customer relationships and executing account priorities.

• Coordinate customer orders from initial request through fulfillment and follow-up.

• Assist with preparing orders, quotes, product information, account documentation, and other sales-related materials.

• Monitor open orders, customer requests, commitments, and outstanding action items to ensure timely completion.

• Maintain accurate customer information, communications, notes, preferences, and account activity within designated company systems.

• Help identify opportunities for reorders, additional products, account expansion, or renewed customer engagement and communicate those opportunities to the appropriate sales representative.

• Support customer outreach campaigns, product launches, promotions, samples, events, and other sales initiatives as assigned.

Issue Resolution & Service Recovery

• Take ownership of customer concerns and coordinate internally to obtain timely resolutions.

• Identify potential service failures before they affect the customer whenever reasonably possible.

• Escalate pricing, product, fulfillment, delivery, quality, compliance, or relationship concerns to the appropriate internal stakeholder.

• Maintain communication with the customer throughout the resolution process rather than allowing issues to disappear into internal handoffs.

• Document customer concerns, resolutions, commitments, and follow-up actions accurately.

• When service problems occur, assist Sales leadership with appropriate service-recovery efforts designed to preserve the customer relationship.

Internal Coordination

• Maintain close communication with Sales, Operations, inventory, fulfillment, delivery, accounting, and other departments involved in serving customers.

• Communicate customer expectations accurately and avoid making commitments that have not been appropriately confirmed.

• Follow up on internal requests and dependencies necessary to fulfill customer commitments.

• Participate in sales meetings and account reviews as requested.

• Provide Sales leadership with visibility into significant customer concerns, recurring service issues, account risks, and emerging opportunities.

White-Glove Service Expectations

The Customer Success Coordinator is expected to operate with a concierge-level service mindset. This includes anticipating reasonable customer needs, remembering relevant account preferences, communicating proactively, responding with urgency, following through without repeated prompting, and taking responsibility for the customer experience even when resolution requires assistance from another department.

The standard for this position is not merely whether a request was answered. The standard is whether the customer received an organized, professional, accurate, and seamless experience.

Qualifications

• High school diploma or equivalent required; associate or bachelor's degree preferred.

• Prior experience in customer success, account management, sales support, hospitality, luxury service, client relations, or another high-touch customer-facing environment preferred.

• Exceptional written and verbal communication skills.

• Strong organizational skills and ability to manage multiple customers, requests, deadlines, and priorities simultaneously.

• Demonstrated ability to follow through consistently and maintain detailed records.

• Strong judgment regarding when to independently resolve an issue and when escalation is appropriate.

• Comfortable working in a fast-paced environment where customer priorities and operational conditions may change quickly.

• Proficiency with Microsoft Office, CRM platforms, order-management systems, or comparable business software.

• Cannabis industry experience is helpful but not required.

Core Competencies

Customer Ownership: Treats customer needs and commitments as personal responsibilities through completion.

Responsiveness: Communicates promptly and keeps customers informed even when a final answer is not immediately available.

Attention to Detail: Maintains accurate information and recognizes small details that materially affect the customer experience.

Commercial Awareness: Understands that excellent service should support retention, revenue, reputation, and long-term customer relationships.

Professional Communication: Communicates clearly, confidently, tactfully, and appropriately with customers and internal stakeholders.

Follow-Through: Tracks commitments and outstanding items until they are completed rather than relying on customers or coworkers to provide reminders.

Problem Solving: Identifies practical solutions while understanding when authorization or escalation is required.

Cross-Functional Coordination: Effectively navigates internal departments to produce a seamless external customer experience.

Performance Expectations

Performance may be evaluated based on factors including customer responsiveness, order and account accuracy, completion of follow-up activities, customer retention and satisfaction indicators, resolution of customer issues, CRM/account documentation, execution of customer commitments, and contribution to broader Sales department objectives.

The Customer Success Coordinator is expected to maintain a consistent sense of urgency while protecting accuracy, professionalism, compliance, and the long-term interests of the Company.

Additional Responsibilities

The duties described above are intended to describe the general nature and level of work performed by employees assigned to this position. They are not intended to constitute an exhaustive list of all responsibilities. The Company may assign additional duties or modify responsibilities based on operational and business needs.

Physical and Work Environment Requirements

The position primarily involves office and customer-facing work and may require extended periods of sitting, computer use, telephone communication, and movement throughout Company facilities. The employee may occasionally be required to lift or carry materials associated with customer orders, samples, events, or sales activities.

Because the Company operates within the regulated cannabis industry, employees must comply with all applicable Company policies, security procedures, confidentiality requirements, and regulatory requirements associated with their position.