Coordinator of Customer Success

About OnBalance:OnBalance is an AI-driven intelligence platform transforming mental healthcare management in collegiate athletics. Founded by a former Division I quarterback and designed in collaboration with a leading behavioral specialist in collegiate athletics, OnBalance converts data into actionable insights for proactive care management, helping athletic departments optimize athlete performance, improve outcomes, and enhance institutional accountability. Developed in partnership with the University of Alabama, OnBalance launched Gen 1.0 in 2024 following a successful pilot program. The platform leverages AI-powered scoring, predictive analytics, and case performance trends to help student-athletes recover and return to competition sooner"”all while ensuring privacy protection and institutional risk mitigation.Job Description:We are seeking a dynamic and results-oriented Coordinator, Customer Success to join our growing team. This role is crucial in ensuring our customers fully realize the value of the OnBalance platform. You will work closely with customers and cross-functional internal teams to support onboarding, training, and customer success initiatives. The candidate must have experience with converting data into intelligence for performance improvements. The ideal ­­candidate is a data-driven professional with a proactive mindset, who excels in customer-facing roles, and thrives in a fast-paced, early-stage tech environment.Key Responsibilities:Analyze captured data to deliver actionable insights that support strategic customer decision-making.Support client onboarding, training, and implementation processes, ensuring key milestones are met.Support and optimize existing customer success processes, including onboarding, training workflows, and ongoing client engagement.Track client engagement and platform usage, proactively addressing potential issues to enhance satisfaction, retention, and renewal opportunities.Assist with data collection, analysis, and upload, using insights to enhance client outcomes and identify opportunities for optimization.Collaborate with sales, marketing, and product development teams to ensure seamless and cohesive customer experiences.Build and maintain strong relationships with key stakeholders, ensuring client needs are met and value is consistently delivered.Maintain a deep understanding of the platform's features, functionalities, and best practices to guide clients effectively.Qualifications:Data-driven mindset with excellent analytical skills to identify trends and insights.Proven experience in customer success or customer relationship management, preferably within a SaaS or technology company.Strong communication, consultative, and interpersonal skills with the ability to build rapport and trust at all organizational levels.Ability to generate, read, and analyze reports to support data-driven decision-making.Detail-oriented with strong organizational, prioritization, and time management abilities to manage multiple client accounts simultaneously.Problem-solving mindset with the capability to navigate complex situations and resolve issues effectively.Proactive approach with demonstrated leadership and initiative in client-facing roles.Preferred Qualifications:Experience in the healthcare or wellness technology industry.Understanding of data privacy regulations and compliance standards.Ideally has knowledge of NCAA or collegiate athletics.Benefits:Health Care: The Company will pay 100% of Health and Dental Care premiums.Cell Phone and Laptop: The Company will cover mobile service bills and provide a company laptop if needed for office, travel, and home use.Vacation, Personal Time Off, and Holidays: The Company's Employment Handbook outlines specific policies regarding vacation days, personal time off, and company holidays based on employment tenure.This customer success job description is intended to outline the general nature and level of work expected. Specific responsibilities may vary based on the needs of the organization and the evolution of the role. Successful candidates will demonstrate a strategic and data-driven mindset, exceptional interpersonal skills, and a commitment to delivering superior client experiences.

Created: 2025-03-12