Coordinator, Customer Success

What you will do

You are accountable for the operational accuracy and administrative execution that enables the Customer Success team to deliver Sandler programs efficiently. You maintain the systems, data, schedules, and processes that keep client engagements organized and on track. This is not a client-facing or relationship-owning role. You work under the direction of Customer Success Managers and Directors, executing defined tasks with precision and escalating issues when they arise. Your work ensures that behind-the-scenes program administration is reliable, accurate, and consistently executed so that Customer Success team members can focus on client outcomes.

Which means that on a day-to-day basis, you will:

Customer Success Program Administration

• Support day-to-day administrative execution across client engagements under the direction of Customer Success Managers and Directors
• Maintain accurate client, participant, program, and activity records across Customer Success systems to ensure data integrity and operational reliability
• Track assigned tasks, program milestones, and internal deadlines to support on-time delivery of operational commitments
• Support client onboarding processes by completing defined administrative steps and coordinating required system setup activities
• Update program status, timelines, and activity information in HubSpot, , and other assigned systems as directed

Learning Platform and Participant Administration

• Administer learning and training platforms by completing participant setup, enrollment, rostering, classroom configuration, and system assignments
• Process participant additions, removals, and organizational changes across applicable platforms to maintain accurate rosters and access permissions
• Coordinate Sales Performance Ecosystem onboarding and participant rostering activities in support of program launch timelines
• Prepare learning progress, completion, and training attendance reports as requested by Customer Success Managers or Directors

Training Coordination and Scheduling Support

• Support virtual training session setup and provide launch support when available to help sessions begin on time and without technical issues
• Coordinate training scheduling by reviewing facilitator availability, managing session bookings, and processing scheduling changes as directed
• Prepare session schedules and communicate confirmed training dates and logistics to internal stakeholders

Systems Maintenance and Reporting

• Maintain organized and up-to-date information in assigned Customer Success systems including program timelines, milestones, assignments, and status fields
• Prepare recurring operational reports and complete routine data quality checks to identify discrepancies or missing information
• Respond to internal requests for information or administrative support and communicate task status, completion, or delays promptly
• Escalate operational issues, data discrepancies, or potential program delays to the appropriate Customer Success Manager or Project Manager for resolution
• Maintain internal documentation and follow established Customer Success workflows to ensure consistency and process compliance

How you’ll do it

Because how we do things matters just as much as what we do at Trilliad, our Leadership Principles should act as a compass directing the everyday behavior of every teammate across the organization:

Growth Obsessed. For our business, our clients, and our Selves.

Create Client Value. Become irreplaceable

Business is Personal. Cultivate relationships. Make space for connection. Care about each other.

Tighten-Up. Focus, discipline, and rigor count.

Lighten-Up. Humor and laughter deepen bonds.

Strategy Without Execution Is Just Dreaming. Hope is not a strategy.Vision matters—so does execution.

You Have the Ball. Be accountable. Take action. Go the distance.

Be One Team. No lone wolves. Have each other’s back and help each other out.

Run Towards Problems. Symptoms signal deeper causes. Find the root.

Raise The Bar. Good is the enemy of great. Better never stops—be a Difference-Maker!

Have the Hard Conversation. Be direct and empathetic. Speak the truth, kindly. Feedback is a gift.

Confusion Is a Choice. Stay curious—Seek to understand. Share context—seek to be understood.

Celebrate Results. Make recognition a habit. Shine a light on what’s working, big or small.

The Journey Matters. Meaningful work takes time. Be patient. Think: the next 90 days and the next 10 years.

Think “We” not “Me.” Prioritize what’s best for the business, the team, and the journey.

What You’ll Bring – Skills, Knowledge, and Experience

All Difference-Makers are expected to meet the Trilliad Standard for Transferable Skills and Knowledge, which defines the core capabilities every teammate must bring—regardless of role, function, or level.

Trilliad transferable skills

Trilliad transferable knowledge

·         Contextual Awareness

·         Critical Reasoning and Thinking

·         Data/Analytic Acumen

·         Empathy

·         Judgment and Discernment

·         Moral Courage

·         Pattern Recognition and Systems Thinking

·         AI Literacy

·         Responsible and Effective AI Use

·         Trilliad’s Business and Commercial Context

The following domain-specific Skills, Knowledge, and Experience are additionally required in order for you to be great in this role.

Domain-specific skills

• System navigation and data entry accuracy — You work across multiple platforms daily including CRM, project management, and learning management systems, and must enter and update information without error because inaccurate data creates operational risk and client delivery problems
• Task coordination across multiple concurrent programs — You support several client engagements simultaneously with overlapping timelines and dependencies, requiring you to track what is due when and ensure nothing is missed or delayed
• Process adherence and workflow execution — You follow established Customer Success processes step-by-step to ensure consistency and reliability across all client programs, and must recognize when a situation does not fit the standard process and requires escalation
• Microsoft Excel for scheduling and reporting — You prepare reports, manage participant rosters, track program timelines, and organize operational data in spreadsheets that others rely on for decision-making
• Written communication for internal coordination — You send clear status updates, schedule confirmations, and task completion notifications to Customer Success Managers, Project Managers, Facilitators, and Sales team members who need accurate information to do their work

Domain-Specific Knowledge

• Customer Success operational workflows in professional services or B2B training environments — You must understand how client programs move from sale to onboarding to delivery so that you can execute administrative tasks in the correct sequence and recognize when something is off-track
• Learning management system structure and participant administration — You need to know how users, courses, enrollments, and organizational hierarchies work in LMS platforms so that you can set up participants correctly and troubleshoot access or rostering issues
• CRM and project management platform functionality for program tracking — You must understand how HubSpot, , or similar tools organize client records, timelines, tasks, and status fields so that updates you make are accurate and visible to the right people
• Virtual training platform setup and session launch procedures — You should know how to configure virtual classrooms, manage participant access, and support session start activities so that facilitators and participants experience smooth technical execution

Domain-specific experience

• 1+ years in an administrative support, operations coordination, project support, or business operations role where accuracy, organization, and follow-through were essential to team success
• Experience working with CRM platforms such as HubSpot or Salesforce, project management tools such as or Asana, or learning management systems in a data entry, reporting, or user administration capacity
• Demonstrated ability to manage multiple concurrent priorities and deadlines in a professional services, training delivery, or B2B client support environment