Customer Success & Administrative Coordinator Location:

Sarasota, FL (In-person preferred; remote considered for exceptional candidates)

Department:

Customer Success & Operations Reports to:

Director of Operations & Customer Success Company:

H2K Labs Company Description H2K Labs is a revenue innovation and growth acceleration company specializing in empowering the data and information economy—including media, events, data, and marketplace businesses. We combine strategic consulting, modern education, community building, and smart execution to help companies and their teams unlock their fullest commercial potential. Our flagship executive network, Revenue Room™ CXO, is a professional membership and executive education platform for CEOs and their revenue-critical C-suite leaders. H2K Labs also produces immersive events—including RevvedUP, Revenue Room Salons, CEO Boardroom Exchanges, and CXO Core Exchanges—alongside bootcamps, playbooks, and data-driven advisory services. About the Role The Customer Success & Administrative Coordinator supports the day-to-day experience of H2K Labs' members, clients, event attendees, and internal team. Working closely with the Director of Operations & Customer Success, you will help ensure that every person who engages with H2K Labs—through the Revenue Room™ CXO community, our events, or our consulting services—feels informed, supported, and valued. You will also provide essential administrative and operational support that helps the organization run smoothly. This is a coordinator-level role suited for someone who is organized, resourceful, warm, and genuinely passionate about helping people succeed. You will handle day-to-day member support, assist with onboarding, maintain accurate CRM and administrative records, coordinate schedules and communications, and support events and internal operations. High performers in this role will have a clear pathway toward a Customer Success Manager, Operations Manager, or similar role as the team grows. Key Responsibilities Customer Success and Member Support Serve as a responsive and welcoming first point of contact for Revenue Room™ members, consulting clients, and event attendees via email, Slack, and phone. Triage incoming requests, resolve straightforward issues independently, and escalate more complex matters to the Director with relevant context and a recommended path forward. Onboard new members and clients by sending welcome communications, introducing key resources, scheduling onboarding touchpoints, and checking in at important milestones. Maintain and update onboarding checklists, templates, standard operating procedures, and customer-facing resources in collaboration with the Director. Monitor member engagement across community platforms and flag accounts showing low activity, dissatisfaction, or other at-risk signals within five business days of identifying the concern. Promote upcoming H2K Labs events, bootcamps, and programming to members through email and community channels. Gather, organize, and track post-event and post-engagement feedback from members and clients. Keep customer-facing resources current, including FAQs, how-to guides, event information, onboarding materials, and knowledge base articles. Support renewal and membership cycle administration by preparing reminders, tracking key dates, and maintaining accurate account records. CRM, Data, and Reporting Maintain accurate and up-to-date records in HubSpot, including contact information, activity logs, onboarding status, account health, support requests, and engagement history. Ensure data accuracy and consistency across HubSpot, Accelevents, community platforms, shared files, and other business systems. Pull and organize standard reports related to engagement, onboarding completion, support volume, event participation, account health, and renewals. Assist with list management, data entry, record cleanup, contact segmentation, and quality-control reviews. Help document processes and maintain organized internal records so information is easy to locate and use. Administrative and Operational Support Provide day-to-day administrative support to the Director of Operations & Customer Success and, as needed, other members of the leadership team. Coordinate calendars, schedule internal and external meetings, prepare agendas, and assist with meeting follow-up. Monitor shared inboxes and communication channels, route messages appropriately, and ensure important requests receive timely responses. Prepare documents, presentations, spreadsheets, reports, meeting notes, and other business materials. Maintain organized digital files, templates, contact lists, internal documentation, and shared folders. Support vendor, partner, speaker, and client coordination by confirming details, collecting required information, and tracking outstanding items. Assist with basic invoice tracking, expense documentation, purchase coordination, and other light administrative finance tasks in partnership with leadership or external accounting resources. Track deadlines, action items, recurring responsibilities, and operational follow-ups to help ensure commitments are completed on time. Assist with travel coordination, reservations, itineraries, shipping, supplies, and other logistical needs. Handle sensitive member, client, employee, and company information with professionalism and discretion. Assist the Director with ad hoc customer success, administrative, and operational projects as needed. Event Support Support event logistics from a customer success and administrative perspective, including confirming registrations, maintaining attendee records, sending reminders, and responding to participant questions. Coordinate information and communications with attendees, speakers, sponsors, partners, vendors, and internal stakeholders. Prepare event materials, schedules, attendee lists, briefing documents, name badges, surveys, and follow-up communications. Assist with on-site event execution when required, including guest check-in, attendee support, room preparation, and issue resolution. Track post-event action items, feedback, attendance data, and follow-up activities. What Success Looks Like Members and clients feel heard, supported, and valued from their first interaction onward. Member, client, and internal inquiries are acknowledged or responded to within four business hours. All new members and clients have a complete onboarding record within 30 days of joining. HubSpot and other core business records are accurate and complete at a rate of 95% or above at every review. Meetings, events, communications, and administrative projects are coordinated accurately and on time. Shared files, templates, calendars, and internal documentation are current, organized, and easy to navigate. At-risk accounts are identified proactively and escalated before relationships deteriorate. Post-event feedback is collected from 80% or more of attendees per event. Leadership receives reliable administrative support, clear follow-up, and timely visibility into outstanding priorities. Positive member sentiment is reflected in engagement trends, event participation, and renewal rates over time. Qualifications 1-3 years of experience in customer service, client support, account coordination, administrative support, office coordination, membership management, or a related role. Warm and clear communicator who is comfortable providing support through email, phone, Slack, and virtual meetings. Able to represent the H2K Labs brand professionally in every interaction. Highly organized, dependable, and attentive to detail, with the ability to manage multiple priorities, deadlines, and stakeholder requests without things falling through the cracks. Strong administrative skills, including calendar management, meeting coordination, document preparation, data entry, file organization, and follow-up tracking. Comfortable taking initiative, anticipating needs, solving routine problems independently, and asking thoughtful questions when additional guidance is required. Experience with HubSpot CRM or a similar platform preferred. Proficiency with Google Workspace or Microsoft Office, including calendars, documents, spreadsheets, presentations, and shared drives. Familiarity with community, membership, event, or project-management platforms such as Slack, Circle, Accelevents, Asana, Monday.com, or similar tools is a plus. Exposure to B2B professional services, media, events, consulting, executive education, or membership-based organizations preferred. Strong judgment and discretion when handling confidential or sensitive information. Associate's or Bachelor's degree in Communications, Business, Hospitality, Administration, or a related field preferred; equivalent professional experience will be considered. Must be based in or willing to relocate to the Sarasota, FL area. Compensation & Benefits Base salary: $60,000 - $65,000 Performance bonus: $6,000-$10,000 upon achievement of defined KPIs, reviewed semi-annually On-target earnings: Up to $75,000 Health insurance stipend or allowance through an ICHRA, providing partial reimbursement of healthcare premiums 401(k) with a 4% company match after one year of service 10 days of

PTO, 10-13

paid company holidays, and 5 sick days PTO begins accruing after 90 days Access to H2K Labs executive content, events, bootcamps, and professional development programming H2K Labs is an equal opportunity employer.

Pay:

$66,262.47 - $73,224.80 per year

Benefits:

401(k) 401(k) matching Paid time off

Education:

Bachelor's (Required)

Experience:

Customer Service/Success:

3 years (Required)

Language:

English (Required) Ability to

Commute:

Sarasota, FL 34236 (Preferred)

Work Location:

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