Customer Success Coordinator

Role: Customer Success Coordinator

Department: Customer Experience

Reports To: Senior Customer Success Manager

About Us

Headquartered in Berkeley, CA, Bellwether Coffee is a venture-backed start-up working to positively transform the coffee industry by making coffee roasting more accessible and sustainable.

Our revolutionary electric, ventless, zero-emissions commercial coffee roaster does not require gas lines or expensive ventilation. It’s the most consistent and controllable roaster available, the lowest carbon footprint commercial roaster ever made, and was designed by coffee people who want a better future. Our roasting platform allows Bellwether customers to easily and responsibly source green coffee from incredible coffee farms around the world, expertly roast using artisan-crafted roast profiles, and share fresh, delicious coffee!

About this Role

As a Customer Success Coordinator, you’ll work directly with our widespread customer base, as well as cross-functionally with key internal stakeholders and teams, to drive adoption and utilization of the Bellwether Roaster and Green Coffee Marketplace. You’ll identify opportunities for expansion among existing customers and act as a trusted advisor to guide Bellwether usage for your customers. You will play a key role in coordinating onboarding, shipping, installation, and product adoption of the Bellwether Roaster. This role will report to Sr. Customer Success Manager.

This role will collaborate with Coffee, Support, Finance, Manufacturing, and Logistics teams.

Job Location

The role requires on-site presence in Berkeley a minimum of 3 days per week.

Primary Responsibilities

• Engage 1:1 with customers throughout the customer journey and ensure the customer’s success using their Bellwether Roaster


• Drive successful onboarding and implementation of the Bellwether Roaster and Platform for new customers


• Champion revenue growth for our customers and for Bellwether, ensuring mutually beneficial relationships long term


• Assist in building our customers’ coffee programs, help them grow their business, and work directly with them to purchase green coffee from our marketplace. Ensure high marketplace participation rates across your customer portfolio


• Leverage and document all customer transactions in the CRM to support the enterprise customer view


• Strategically create materials and campaigns to support and engage our customers


• Understand the business needs and challenges of all customers. Strengthen their partnership with Bellwether through a focus on customer satisfaction and retention, additional roaster sales, and business growth


• Provide strategic air cover for customer issues. Work with the Support team to provide an analytical perspective and identify key trends in hardware and software issues


• Periodically collect and analyze feedback from our customers and work with our cross-functional team to turn it into action

Qualifications

• 1-2 years experience in Customer Success, Project Management, or Account Management


• Coffee experience is preferred but not required.


• Exceptional communication and interpersonal skills.


• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.


• Quick on your feet! Ability to adjust the plan and present solutions as needed.


• Great attention to detail and quality.


• Humility and ability to thrive in a collaborative environment: We're a small but mighty team made up of many different disciplines and backgrounds.


• Familiarity with Hubspot, G-Suite products, and cloud-based equivalents.


• Familiarity with Slack


• You are authorized to work in the U.S.