Client Success Coordinator

ACS Services, Inc.; Brockton (MA); On-site; USD 60,000 - 75,000; Full time

Job summary

ACS Services, Inc. is seeking a Client Success Coordinator in Brockton, MA to support Client Success Managers by handling critical administrative and coordination tasks. The role ensures accuracy across quoting, renewals, and TBR preparation, enabling CSMs to focus on strategic client engagement and value delivery.

You will collaborate with Sales, Service Delivery, and Finance to execute Client Success processes reliably and on time, driving improved customer outcomes and team efficiency.

Qualifications

• Experience with CRM systems, quoting tools, and workflow boards.
• Organized, detail-oriented, and reliable.
• Strong written and verbal communication skills.
• Able to manage multiple priorities without dropping details.
• MSP, SaaS, or professional services experience is a plus.

Responsibilities

• Quoting & Opportunity Support: Create and prepare quotes for renewals, upgrades, project services, and approved opportunities; update CRM; coordinate with Sales, Finance, and Delivery.
• Renewal Management: Track upcoming renewals and prepare renewal quotes and documentation in advance; support proactive renewal discussions during TBRs.
• Client Success Ticket Board Management: Manage the Client Success ticket board; document actions; monitor aging items; ensure process hygiene.
• Collaboration & Process Support: Coordinate between Client Success, Sales, Delivery, and Finance; improve processes; maintain templates and SOPs.

Skills

Organizational skills

Written communication

Cross-functional collaboration

Attention to detail

CRM navigation

Tools

CRM systems

Quoting tools

Workflow boards

Job description

The Client Success Coordinator supports the Client Success team by handling critical administrative, operational, and coordination tasks that enable Client Success Managers (CSMs) to focus on strategic client engagement, value delivery, and growth.

This role is not client‑owning or quota‑based. Instead, it ensures accuracy, consistency, and follow‑through across quoting, renewals, Client Success workflows, and Technology Business Review (TBR) preparation.

The Client Success Coordinator works closely with Client Success Managers, Sales, Service Delivery, and Finance to ensure Client Success processes are executed reliably and on time.

What Success Looks Like

• Quotes and renewals are accurate, timely, and well-documented
• Client Success ticket boards are current, organized, and actionable
• TBR preparation is consistent, complete, and delivered on schedule
• CSMs spend more time on client‑facing, strategic activities and less time on administrative work

How this is measured

• Number of quotes generated and average time from request to delivery
• Client Success Ticket Board average time from request to close
• On‑time, high‑quality delivery of TBRs and roadmaps

Position Responsibilities

Quoting & Opportunity Support

• Create and prepare quotes for renewals, upgrades, project services, and approved opportunities
• Ensure all opportunities are entered, updated, and tracked accurately in the CRM
• Coordinate with Sales, Finance, and Delivery to validate pricing, scope, and approvals
• Track quotes status and follow up with CSMs to ensure next steps are executed
• Assist with order entry and handoff once quotes are approved and signed

Renewal Management

• Maintain visibility into upcoming hardware and software contract renewals and renewal timelines
• Prepare renewal quotes and documentation in advance of renewal dates
• Partner with Client Success Managers to ensure renewals are discussed proactively during TBRs or client touchpoints
• Track renewal outcomes and ensure CRM and documentation remain accurate

Client Success Ticket Board Management

• Own day‑to‑day management of the Client Success ticket or task board
• Ensure tickets, follow-ups, risks, and action items are clearly documented and assigned
• Monitor aging items and escalated when attention or follow‑through is needed
• Support overall Client Success process hygiene and consistency

Collaboration & Process Support

• Act as a central coordination point between Client Success, Sales, Delivery, and Finance
• Support ongoing improvement and adoption of Client Success processes and tools
• Help maintain templates, checklists, and standard operating procedures
• Identify gaps or breakdowns in workflows and raise recommendations for improvement

Compensation & Incentives

• Base compensation: $65,000

Core Values in Action

• Be Reliable: Follow through, respond with urgency, and close the loop
• Show You Care: Build relationships, communicate clearly, and go the extra mile
• Succeed as a Team: Support peers, focus on solutions, and drive shared success
• Do the Right Thing: Act with integrity and put the client’s best interest first

Ideal Candidate Snapshot

• Organized, detail‑oriented, and highly reliable
• Comfortable working behind the scenes to support client‑facing teams
• Strong written and verbal communication skills
• Experience with CRM systems, quoting tools, and workflow boards
• Able to manage multiple priorities without dropping details
• MSP, SaaS, or professional services experience is a plus

Skills, Experience & Education

• Proven ability to lead, coach, and hold professional, client‑facing team members accountable for outcomes.
• Demonstrated ability to navigate client and internal conflict with calm judgment, balancing client advocacy, commercial reality, and operational constraints.
• Clear, confident communicator who can translate complex technical and business concepts into practical, executive‑level discussions.
• Proven ability to engage C‑suite executives as a trusted advisor, guiding strategic conversations rather than reacting to tactical requests.
• Strong strategic and business acumen, with the ability to connect technology decisions to financial, operational, and risk outcomes for clients.

Comfortable using AI as a strategic thought partner to enhance analysis, preparation, and decision‑making without delegating accountability or judgment.