Client Success Coordinator

7 days ago

Cape Town, South Africa Talent Sam Full time

The Client Success Coordinator is the engine that keeps our client relationships running at full speed. You’ll be the first line of communication for our clients - making sure meetings are tight, follow-ups get done, and issues are handled before they become problems. You’ll support onboarding, reporting, and QBR prep, while keeping a sharp eye on client health signals like churn risks and upsell opportunities. This is a hands-on role where organization, communication, and hustle matter most. If you’re hungry to grow, this role is your launchpad into a career in Client Success and account leadership. Key Responsibilities Client Communications: Own the day-to-day flow of client communications - scheduling meetings, drafting call recaps, taking call notes, logging follow-ups, and tracking action items to ensure accountability. Meeting Cadence: Support recurring client calls by preparing agendas, documenting key takeaways, and ensuring timely follow-up. Ticket & Issue Management: Monitor inbound client requests, triage tickets, track SLAs, and escalate issues to senior team members when needed. Onboarding Support: Execute onboarding checklists and playbooks for new clients; maintain and update knowledge base resources. QBR & Reporting Support: Assist in quarterly business review (QBR) prep by pulling usage and performance data, updating client health scores, and flagging churn-risk signals. Client Feedback: Coordinate NPS/CSAT surveys, track responses, and surface insights to the Client Success Manager/Director. Reporting & Handoffs: Generate usage/adoption reports, highlight renewal/expansion opportunities, and ensure clean pipeline handoffs to Client Success Director + channel teams. Project Management: Manage tasks, timelines, and dependencies in ClickUp to support client deliverables. What Success Looks Like Meetings and follow-ups are timely, organized, and action items are tracked to completion. Client requests are routed quickly, SLAs are met, and escalations are flagged with context. Onboarding processes run smoothly, with accurate documentation and updated resources. QBR decks, reports, and health metrics are prepped on time and ready for review. Client sentiment (NPS) is tracked consistently and surfaced to leadership. Internal teams have clean, accurate reporting and handoffs. Our Client Success Director is freed up from day-to-day tasks to focus on strategic, long-term projects Qualifications 1–2 years of professional experience in a client-facing, project coordination, or support role (digital marketing agency experience a plus). Excellent communication and organization skills. Strong attention to detail and follow-through. Comfort with project management and communication tools (ClickUp, Slack, Loom) Analytical mindset; comfortable pulling reports and spotting patterns in data. Proactive and resourceful; able to balance multiple client needs with internal priorities. You Might Be a Fit If You Are... A strategic operator who’s led client-facing teams in an agency or consulting environment. An expert communicator who can build trust, navigate conflict, and inspire both clients and internal teams. Motivated by ownership. You don’t wait for permission to make things better - you take the reins and execute with confidence. #J-18808-Ljbffr

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