Customer Success Coordinator

Overview

We are hiring two Customer Success Coordinators to support our growing team. While both roles share core responsibilities, one position will have a specialized focus on Incentives & Operations, supporting participant incentive programs and operational workflows in addition to core Customer Success responsibilities. This entry‑level role is ideal for someone early in their career who is highly organized, technically curious and eager to gain hands‑on experience across customer success, operations and incentives management in a fast‑growing tech environment.

Reporting to the Director of Customer Success, you’ll help ensure our clients and research participants have a seamless, positive experience—from incentive fulfillment to day‑to‑day project support—and may occasionally provide tech support coverage as needed.

Who are we? When you join Rival Group, you’re helping shape the future of customer insights and market research. Rival Technologies, the tech arm of our business, is a leading conversational research platform, and Reach3 Insights, our consulting side, is an award‑winning market research agency with offices in Chicago, Toronto, and Vancouver. We work with brands including Coca‑Cola, Kellogg’s, Dell Technologies, REVOLT TV, and Roblox to deliver better insights and experiences.

We’re growing fast and inviting talented people to join us on the ride. If making measurable, immediate impact while having fun sounds like your jam, apply now.

• Assist customers with projects and manage day‑to‑day relationships to drive product adoption, satisfaction, retention, and renewals for subscription accounts
• Build and maintain trusted advisor relationships with customers, creating champions who value and advocate for our platform
• Support customers in leveraging the platform to achieve their desired outcomes
• Identify opportunities for ad hoc clients to develop into subscription accounts
• Identify, isolate, and escalate issues or bugs in partnership with the helpdesk to ensure timely resolution
• Use data and reporting to identify at‑risk accounts and support proactive outreach

• Support Customer Success Managers with project setup, coordination, and execution
• Monitor projects and accounts to identify risks and opportunities
• Occasionally join client calls to support delivery and gain client‑facing experience
• Provide infrequent backup coverage for tech support (training provided). This coverage is infrequent (typically a few weeks per year) and is supported by training. Over time, familiarity with the platform from customer success and incentives work will make this coverage straightforward.

• Own end‑to‑end execution of participant incentive programs
• Manage sweepstakes draws, prize fulfillment, redraws, and incentive tracking
• Fulfill digital gift cards, points‑based rewards, and ad hoc incentives with strong attention to detail
• Manage the incentives support inbox and resolve participant inquiries
• Track incentive retainers and provide balance updates to Customer Success Managers
• Build and improve incentive processes, templates, and workflows

• Undergraduate degree required (or equivalent work experience)
• 0–2 years in Customer Success or a related customer‑focused role
• Excellent written and verbal communication skills
• Strong customer‑first mindset with a passion for delivering exceptional experiences
• Ability to remain composed, organized, and solution‑oriented in fast‑paced or high‑pressure situations
• Adaptable communication style with the ability to tailor messaging to different audiences
• Experience in a customer support, operations, coordination, or service‑oriented role (professional, internship, or equivalent)
• Strong organizational skills and attention to detail
• Clear, professional written communication skills
• Ability to work independently and take ownership of defined responsibilities
• A collaborative mindset and willingness to support teammates
• Technical curiosity and confidence learning new tools, systems, and platforms
• Ability to manage competing priorities and meet deadlines in a fast‑paced environment
• Flexibility and responsiveness, including…