Customer Success Coordinator

Boku; London; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

An innovative company is seeking a Customer Success Coordinator to enhance customer satisfaction and retention. In this pivotal role, you will collaborate with various teams to optimize processes and drive customer success. The ideal candidate will have a strong background in customer success, analytical skills, and excellent communication abilities. You will play a key role in ensuring a seamless experience for customers while maintaining internal resources and best practices. Join a diverse and dynamic team dedicated to delivering exceptional service and continuous improvement.

Qualifications

• Minimum 3 years in Customer Success or related customer-facing role.
• Experience with customer success frameworks and lifecycle management.

Responsibilities

• Assist in developing and monitoring customer satisfaction strategies.
• Support tracking customer health metrics and identify areas for improvement.

Skills

Customer Success Tools

CRM Systems

Analytical Skills

Process Management

Problem Solving

Communication Skills

Proficient in English

Education

Degree in relevant field

Tools

Tableau

Excel

PowerPoint

Job description

Boku Inc. (BOKU.L) is the leading global provider of local mobile-first payments solutions. Global brands including Amazon, DAZN, Meta, Google, Microsoft, Netflix, Sony, Spotify, and Tencent rely on Boku to reach millions of new paying consumers who do not use credit cards with our purpose-built payment network of more than 300 local payment methods across 70+ countries. Every year, Boku processes over $10 billion in value for our customers. Incorporated in 2008, Boku is headquartered in London and San Francisco and has employees in over 39 countries around the world, including Brazil, China, Estonia, Germany, Ireland, Japan, Singapore, and the UAE. Boku is a truly global company that takes pride in its diversity and thriving equal opportunity workplace.

Location: UK (Hybrid)

Role Purpose

We are looking for a highly motivated and detail-oriented Customer Success Coordinator to join our growing Customer Success team and play a pivotal role in supporting and operationalizing the internal strategy of the function. Our Customer Success team is responsible for ensuring the best in-life experience for our merchants and issuers partners. In this role, you will focus on defining and optimizing processes to drive customer retention and satisfaction, enhancing the efficiency and effectiveness of the Customer Success function.

Key Responsibilities:

Strategic Support and Processes: Assist in developing, implementing, and monitoring internal strategies aimed at improving customer satisfaction, retention, and success.

Internal Collaboration: Work with Customer Success Program Management, Commercial, Product, and Post-launch teams to align strategies, share feedback, and ensure a holistic approach to customer success.

Customer Health Monitoring: Support tracking customer health metrics and proactively identify areas for improvement.

Documentation & Knowledge Management: Maintain and update internal resources, best practices, and knowledge repositories to standardize customer success efforts.

Training & Enablement: Assist in training cross-functional teams at Boku, ensuring they have the necessary tools, knowledge, and processes for success.

Key Skills and Competencies:

• Customer Success: Knowledge of Customer Success tools, CRM systems, and customer engagement platforms.
• Analytical skills: Ability to interpret data and provide actionable insights.
• Process management: Organizational and project management skills to prioritize tasks and meet deadlines.
• Problem solving: Strategic thinking and problem-solving abilities.
• Communication Skills: Excellent interpersonal and communication skills for effective cross-team collaboration.
• Personal skills: Proactive, self-starter mindset with a passion for results and continuous improvement.
• Languages: Proficient in written and spoken English in a business setting.

Qualifications:

• Experience: Minimum 3 years in Customer Success, Account Management, or a related customer-facing role.
• Degree: [Specify degree or educational background required]
• Customer Success: Experience with customer success frameworks (e.g., NPS, Customer Health Score) and customer lifecycle management.
• Data visualization tools: Familiarity with tools like Tableau, Excel, PowerPoint, etc.