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Client Success Coordinator

RemoteUnited States, Ohio, Cincinnati

Job description

About Differential

Differential is growing! Yep, it turns out clients like us :) Our team of designers, developers, jokesters, and all around good folk needs more firepower. We’re proudly headquartered in Cincinnati, OH, but our team spans across the country.

In addition to only choosing the best group of people to work around, we are also very picky about the types of clients we’ll work with. In line with our mission to rapidly unlock value for good people with meaningful ideas, we partner with forward-thinking corporate pioneers and innovators to revolutionize their organizations from the inside out and bring great digital products to life. This translates to a diverse range of products like transforming retail with Adidas, helping Lexmark innovate cross-industry, streamlining the sales process with Big Ass Fans, to multi-platform mobile apps for large audiences with Crossroads Church.

We hire great, trustworthy people so that we can optimize for a free & flexible culture: flexible hours, unlimited vacation, remote work, and working on stuff you’re excited about.

Job Description

The ideal candidate for this opening is someone that is an highly organized, excellent communicator (both written and verbal), and excels at managing a lot of details and timelines. You’ll be tasked with ensuring that our clients are well informed about the status of their digital products and manage expectations for when fixes and improvements will be released. You’ll also keep our project management tools and systems up to date, and follow up with our product teams to make sure everyone’s on the same page with timelines. You’ll also ensure that client invoicing schedules are maintained, the client renewal process is followed, and that we have the right systems and processes in place to quickly answer client questions.

At Differential, we design, develop, support, and commercialize great digital products. Our process aims to create original digital products and services that innovate and reshape companies and organizations. This position is the first dedicated Customer Success Coordinator position for our delivery team.

Above all, we are focused on finding someone that we love to work with. Culture to us isn’t a ping pong table in the breakroom or some words we put up on the wall. It’s embedded in our DNA and starts with our hiring process. Regardless of your prior experience, we want to consider passionate people for this position.

Our mission statement, core values, benefits and more can be found at

Job requirements

What you can expect to do:

  • Work directly with a team of developers to answer or resolve client questions or support requests.

  • Manage client invoicing schedules and coordinate with our finance team when project milestones are met.

  • Communicate with clients via email or phone calls to gather information to help equip developers to implement fixes and improvements.

  • Make a positive impact on the culture and process of our growth and delivery teams. We’re a growing team!

What we're after:
  • Passion for helping clients support and improve great digital products.

  • Demonstrated ability to rely on an iterative process to maintain momentum on projects. In other words - our work is never going to be perfect, and we expect you to be able to prioritize what matters most now so we can iterate. Continuous improvement is our superpower.

  • Just as skilled at crafting and positioning a thoughtful response in email communications as with creating, maintaining, and improving spreadsheets.

  • Technical development skills are desired, but not required.

  • Interest and curiosity for learning about digital products and how they work.

Responsibilities of this position include:
  • Communicate with clients to gather information about a request regarding fixes or improvements—typically via email.

  • Coordinate internally with developers to implement fixes and improvements.

  • Manage client expectations for the timing of implementations.

  • Follow up with internal team to ensure timely delivery.

  • Manage and improve our overall support process and systems.

  • Help support development teams implementing new products.

  • Project management for multiple clients.

  • Keep track of invoicing timing for project milestones and timelines and communicate with our clients, product teams, and finance team.

  • Schedule retrospective meetings every 8 weeks with the support team to look for ways to improve the process.

  • Any administrative or project management tasks required to keep track of client projects, client requests, timelines, or milestones.

    Candidates must be based in the United States, and be available for meetings during standard business hours for client and team meetings. Specific times vary based on client-specific timezone preferences. There is flexibility in working hours but there is an expectation to be able to regularly attend client and team meetings.

    We are an equal opportunity employer and value diversity and inclusion at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.