Job Title: Customer Success Operations Coordinator

Experience: 1–3 Years

Location: Ahmedabad, Gujarat

Department: Customer Success

About Simform

Simform is a premier digital engineering company specialising in Cloud, Data, AI/ML, and Experience Engineering to create seamless digital experiences and scalable products. Simform has strong capabilities across Microsoft, AWS, Google Cloud, and Databricks. With a presence in 6 countries, Simform primarily serves North America, the UK, and the Northern European market. Simform is well-recognised as one of the most reputed employers in the region, having created a thriving work culture with a high work-life balance that gives a sense of freedom and opportunity to grow.

Role Overview

We are looking for a highly organized, proactive, and detail-oriented Customer Success Operations Coordinator to support our Customer Success function. This role serves as the operational backbone of customer success activities by managing coordination, follow-ups, documentation, scheduling, CRM updates, reporting, and administrative processes.

The ideal candidate will ensure customer-related activities, internal commitments, and operational workflows are executed efficiently and on time, enabling Customer Success leadership to focus on strategic customer engagement, business growth, and stakeholder management. The role requires excellent organizational skills, strong attention to detail, and the ability to coordinate effectively across customers and internal teams.

Key Responsibilities

Customer Success Operations

• Maintain and update customer records, opportunities, and activities within CRM and internal systems.

• Ensure CRM data accuracy, completeness, and timely updates.

• Track ongoing customer engagements, opportunities, and action items.

• Maintain operational dashboards, reports, and activity trackers.

• Support Customer Success leadership with operational planning and execution.

Meeting Management & Documentation

• Schedule customer meetings, interviews, and internal stakeholder discussions.

• Coordinate calendars and availability across customers, candidates, and internal teams.

• Prepare, document, and distribute Minutes of Meeting (MoMs).

• Track meeting action items and ensure timely follow-ups.

• Maintain records of customer interactions and discussions.

Follow-ups & Task Management

• Maintain a centralized tracker for tasks, commitments, and priorities.

• Proactively follow up on pending action items with internal and external stakeholders.

• Monitor deadlines, deliverables, and commitments to ensure timely completion.

• Provide regular reminders and status updates on key priorities.

• Escalate risks or delays where necessary.

Customer & Internal Coordination

• Act as a coordination point between customers and internal teams.

• Manage interview scheduling and collect customer feedback post interviews.

• Follow up with customers on pending approvals, updates, and responses.

• Ensure smooth execution of customer-facing and internal operational processes.

• Support customer engagement activities through effective communication and coordination.

Leadership Reporting

• Prepare periodic operational updates and reports for leadership teams.

• Consolidate customer updates, project progress, risks, and escalations.

• Support leadership reviews with accurate data, insights, and operational metrics.

• Maintain visibility into customer success priorities through structured reporting.

Financial & Administrative Coordination

• Coordinate with finance and invoicing teams on project-related billing activities.

• Track invoice status and follow up on pending approvals or actions.

• Maintain project documentation, invoices, customer communications, and operational records.

• Ensure documentation repositories remain accurate and up to date.

Process & Documentation Management

• Maintain organized repositories of meeting notes, reports, customer communications, and trackers.

• Support the implementation and maintenance of standard operating procedures (SOPs).

• Identify opportunities to improve operational efficiency and process adherence.

• Drive consistency and governance across customer success operations.

Required Skills

• 1–3 years of experience in Operations, Executive Assistance, Customer Success Operations, or similar coordination roles.

• Strong organizational and time-management skills.

• Excellent written and verbal communication skills.

• Exceptional attention to detail and follow-through.

• Ability to manage multiple priorities simultaneously.

• Strong stakeholder coordination and follow-up capabilities.

• Proficiency in Microsoft Office Suite and Google Workspace.

• Advanced working knowledge of spreadsheets and reporting tools.

• Experience working with CRM platforms and business tracking systems.

• Ability to work independently and take ownership of assigned responsibilities.

• Strong problem-solving and process-oriented mindset.

• Experience supporting customer-facing teams will be an added advantage.

Key Performance Indicators (KPIs)

• Accuracy and timeliness of CRM updates.

• Timely completion of follow-ups and action items.

• Quality and turnaround time of meeting documentation and MoMs.

• Efficiency in meeting and interview scheduling.

• Reduction in missed tasks and overdue commitments.

• Accuracy and quality of leadership reporting.

• Overall effectiveness of operational support provided to the Customer Success function.

What Success Looks Like

Within the first few months, the successful candidate will:

• Establish a reliable system for tracking customer activities, commitments, and action items.

• Ensure meetings, interviews, and follow-ups are executed efficiently and consistently.

• Maintain high standards of CRM hygiene and opportunity tracking.

• Improve visibility into ongoing priorities through structured reporting and dashboards.

• Enable Customer Success leadership to focus on strategic initiatives by reducing administrative and operational overhead.

• Contribute to improved operational efficiency and customer engagement outcomes.

Why Join Us

• Flat-hierarchical, friendly, engineering-oriented, and growth-focused culture.

• Flexible work timing, leaves for life events, and work-from-home options.

• Free health insurance.

• Office facility with a fully-equipped game zone, in-office kitchen with affordable lunch service, and free snacks.

• Sponsorship for certifications, conferences, and professional development opportunities.

• Access to learning resources and library services.