Client Success & Account Coordinator

The opportunity

We are looking for a highly organized, client-focused professional who can keep communication, commitments, renewals, and follow-through from falling through the cracks. This role sits at the center of the client experience for a growing managed IT services company. The right person will bring calm structure to moving parts, communicate confidently with business owners and decision-makers, and make sure every issue has an owner and a next step.
This is not a technical support role and it is not a senior strategic Account Manager position. The Client Success & Account Coordinator owns coordination, communication, documentation, and follow-through. Technical decisions remain with the technical team, and executive or commercial decisions remain with company leadership.
What success looks like

·       Clients feel heard, informed, and confident that their concerns are being actively managed.
·       Complaints and service issues are acknowledged quickly, documented clearly, and followed through to confirmed resolution.
·       Client commitments, quotes, projects, renewals, and follow-up items do not get lost.
·       Contracts and account information are accurate and current in Autotask.
·       Leadership and technical teams receive complete, organized information instead of fragmented client requests.
·       Potential retention risks are identified and escalated early.
Core responsibilities

Client communication and service recovery
·       Serve as the coordination point for client questions, concerns, and complaints.
·       Acknowledge concerns promptly, listen carefully, document the business impact, and establish a clear next-update time.
·       Gather relevant facts from Autotask and the service team without attempting to diagnose technical issues independently.
·       Coordinate with the assigned technician and Technical Operations Manager, then maintain client communication through resolution.
·       Confirm that the client is satisfied after resolution and document any additional commitments.
·       Escalate serious retention, contractual, financial, security, or reputational risks to the Owner.
Client success and account coordination
·       Conduct routine client check-ins and record feedback, risks, opportunities, and follow-up actions.
·       Schedule and prepare Client Business Reviews, assemble supporting information, capture notes, and track all resulting actions.
·       Maintain a clear view of client health, open commitments, satisfaction trends, and relationship risks.
·       Track quotes, recommendations, approvals, procurement items, and project-related client communication.
·       Coordinate client onboarding and offboarding activities across internal teams.
·       Support proactive client visits, communications, and relationship-building activities.
Contracts, renewals, and Autotask administration
·       Maintain the contract-renewal calendar and begin the renewal process far enough in advance to avoid last-minute decisions.
·       Coordinate renewal preparation, required updates, approvals, signatures, and internal handoffs.
·       Review and audit Autotask contracts for correct services, quantities, pricing, dates, billing configuration, and supporting documentation.
·       Ensure approved contract changes are entered accurately and communicated to the appropriate operations and billing owners.
·       Maintain complete, organized client records, meeting notes, contact information, and account documentation.
Executive and operational support
·       Prepare organized summaries, agendas, follow-up lists, and client communications for the Owner.
·       Track delegated commitments and proactively follow up with internal and external stakeholders.
·       Help improve repeatable workflows, checklists, templates, and documentation for client success activities.
·       Provide limited executive administrative support related to client, account, and operational priorities.
Qualifications

·       Three or more years of experience in client success, account coordination, service coordination, customer operations, or a comparable client-facing role.
·       Strong spoken and written English, including the confidence to communicate with U.S. business owners, executives, and professional-services clients.
·       Demonstrated ability to remain calm, empathetic, and professional with frustrated clients.
·       Exceptional follow-through, attention to detail, organization, and ownership.
·       Ability to coordinate across multiple people and priorities without losing commitments or deadlines.
·       Sound judgment about what can be handled independently and what requires escalation.
·       Comfort working in a remote environment with substantial overlap during Pacific Time business hours.
·       Proficiency with Microsoft 365 and business systems such as a CRM, PSA, ticketing, or contract-management platform.
Preferred experience

·       Experience working for a managed service provider, IT services company, or other recurring-service business.
·       Hands-on experience with Autotask or a comparable professional services automation platform.
·       Experience coordinating QBRs/CBRs, contract renewals, client onboarding, procurement, or service escalations.
·       Experience supporting law firms, accounting firms, or other professional-services businesses.
·       Familiarity with managed IT and cybersecurity terminology, without needing to be a technician.