Customer Success Coordinator

About Contour

Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.
 

As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers.
 

What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started!

Division: RentHub

RentHub https://renthubrms.com/ is a next-generation rental management platform purpose-built for equipment dealerships and rental operations. Developed in partnership with Constellation Software’s Dealer Group, RentHub was created by industry experts to modernize and streamline rental workflows for heavy equipment, compact construction, agriculture, and lift truck dealerships.

The platform enables dealerships to efficiently manage fleet operations, reservations, billing, inspections, contracts, and customer workflows through a fully mobile-responsive and cloud-based environment. RentHub’s mission is to empower dealerships with modern, dealer-focused rental technology that improves operational efficiency, enhances customer experience, and drives profitability.

Position Overview

The Customer Success Coordinator plays a critical role in driving successful customer onboarding, product adoption, remote implementation support, training, and ongoing customer engagement for the RentHub platform.

This position serves as the operational bridge between RentHub dealer customers, Product Management, PSG/onboarding resources, and offshore development and support teams. The role is responsible for ensuring customers are onboarded efficiently, trained effectively, supported proactively, and positioned for long-term success with the platform.

The ideal candidate combines strong customer relationship management skills with operational discipline, training capabilities, and SaaS support experience. Success in this role requires ownership, responsiveness, strong communication skills, and the ability to proactively drive customer outcomes.

Key Responsibilities

Dealer Onboarding & Adoption

• Coordinate onboarding activities for new RentHub dealer customers in collaboration with PSG and internal cross-functional teams.
• Ensure all onboarding tasks, documentation, implementation checkpoints, and customer readiness requirements are completed prior to go-live.
• Support customer configuration validation, implementation coordination, and user readiness activities.
• Monitor customer adoption and platform engagement following implementation.
• Conduct proactive follow-up sessions to ensure successful transition into active platform usage.
• Identify customers showing low engagement or adoption risk and escalate concerns internally where required.
• Drive a smooth and positive onboarding experience for all dealer customers.

Remote Training & Enablement

• Deliver remote product training sessions for dealer teams including administrators, rental staff, operational users, and counter personnel.
• Create, maintain, and improve onboarding guides, training documentation, process checklists, and customer-facing support materials.
• Record and organize reusable training content to improve onboarding scalability and efficiency.
• Reinforce product best practices, workflow optimization, and effective platform usage.
• Continuously identify opportunities to improve training delivery and customer enablement processes.

Customer Support Coordination

• Manage and triage incoming customer support requests through Azure DevOps and other support channels.
• Ensure customer issues are acknowledged promptly and managed through resolution.
• Act as the primary liaison between customers and development/support teams to ensure effective communication and timely follow-ups.
• Maintain ownership of support requests through closure rather than simply routing tickets.
• Provide customers with proactive updates regarding issue progress, expected timelines, and resolutions.
• Escalate critical or production-impacting issues appropriately and with urgency.
• Maintain strong customer confidence through professional and responsive support coordination.

Customer Success & Relationship Management

• Build and maintain strong working relationships with dealer customers.
• Conduct regular customer health check-ins and engagement reviews.
• Gather customer feedback related to product usability, adoption barriers, operational challenges, and enhancement opportunities.
• Communicate customer concerns, trends, and recommendations clearly to Product Management and leadership teams.
• Support customer retention initiatives through proactive engagement and successful platform adoption.
• Identify opportunities to strengthen customer engagement and platform utilization.

Product Feedback & Internal Collaboration

• Document recurring support issues, usability concerns, customer pain points, and feature enhancement requests.
• Provide structured feedback summaries and customer insights to Product and leadership teams.
• Participate in customer success, onboarding, support, and product review meetings.
• Contribute to continuous improvement of onboarding processes, customer communication standards, and support workflows.
• Help improve operational efficiency and customer experience processes across the business.

Required Skills & Competencies

Communication Skills

• Excellent verbal and written English communication skills.
• Strong presentation and remote training capabilities.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Strong customer engagement and relationship management skills.

Customer Ownership & Accountability

• Strong sense of accountability for customer success and outcomes.
• Ability to take ownership of issues and drive them toward resolution.
• Customer-first mindset with professionalism, urgency, and empathy.
• Ability to manage customer expectations effectively.

Organizational & Operational Skills

• Strong attention to detail and process orientation.
• Ability to manage multiple onboarding, support, and customer engagement activities simultaneously.
• Excellent documentation and follow-up discipline.
• Strong time management and prioritization skills.

Technical Aptitude

• Comfortable working with SaaS-based software platforms.
• Familiarity with support ticketing and issue tracking tools such as Azure DevOps, Jira, Zendesk, or similar systems.
• Ability to troubleshoot common software workflow and user adoption issues remotely.
• Ability to quickly learn product workflows and operational processes.

Preferred Qualifications & Experience

• Prior experience in Customer Success, SaaS Support, Product Onboarding, Implementation Coordination, or Customer Enablement roles.
• Rental software industry experience preferred.
• Equipment dealership industry experience strongly preferred.
• Experience supporting ERP-integrated platforms is considered an advantage.
• Experience working within fast-paced product or technology environments preferred.
• Bachelor’s degree in Business, Information Technology, Communications, or a related field is preferred.

Success Metrics (First 12 Months)

• High onboarding completion and successful go-live transition rates.
• Strong customer adoption and engagement within the first 60–90 days.
• Timely support acknowledgment and effective issue resolution communication.
• High customer satisfaction and relationship quality.
• Reduced onboarding friction through improved training and documentation.
• Improved customer retention through proactive engagement.
• Clear visibility into recurring customer feedback, support trends, and product improvement opportunities.

Ideal Candidate Profile

The ideal candidate is someone who:

• Enjoys working directly with customers and building strong relationships.
• Is highly organized, detail-oriented, and process-driven.
• Can confidently train and guide users remotely.
• Takes initiative and operates independently with minimal supervision.
• Balances empathy with urgency and accountability.
• Understands customer adoption and long-term success beyond basic technical support.
• Thrives in a collaborative, fast-paced SaaS or product-focused environment.

Work Schedule & Availability:  

• This role will follow Eastern Standard Time (EST) business hours.
• Standard working hours are 8:00 AM – 5:00 PM EST.
• Flexibility may occasionally be required based on customer onboarding schedules, training sessions, support escalations, or business needs.

Exciting Benefits we offer:

• Market-leading Salary
• Medical Coverage – Self & Dependents
• Parents Medical Coverage
• Provident Fund
• Employee Performance-based bonuses
• Home Internet Subsidy
• Conveyance Allowance
• Profit Sharing Plan [Tenured Employees Only]
• Life Benefit
• Child Care Facility
• Company Provided Lunch/Dinner
• Professional Development Budget
• Recreational area for in-house games
• Sporadic On-shore training opportunities
• Friendly work environment
• Leave Encashment

Disclaimer: At Contour, we attribute our success to the unique contributions of our diverse staff. We’re committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we’ve adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination.

In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.