Customer Success & Operations Specialist

About the Role

We’re a small, growing SaaS company serving hospital Sterile Processing departments — a niche market where the work genuinely matters. Our team is lean by design, and we’re looking for someone who sees that as an opportunity, not a limitation.

This role is built for someone who is self-directed, curious, and energized by variety. You’ll own a broad scope — from customer success and onboarding to support operations, content, and client communications — and you’ll have real latitude to identify gaps, build processes, and make this role your own.

Customer success here is not a support function with a friendlier name. It is a revenue retention role. You will be a direct line of defense against churn, and your ability to build relationships, identify dissatisfaction early, and demonstrate ongoing value to clients has a measurable impact on the company’s bottom line.

You won’t need a manager hovering over your daily schedule. You will need strong judgment, excellent communication, and a genuine interest in doing meaningful work at a company where your impact is visible.

What You’ll Do

Customer Success & Revenue Retention

•       Lead new client integrations and onboarding workflows

•       Support on-site onboarding for new client facilities as needed — travel requirements will vary based on sales volume and client needs, but should be expected as a periodic part of the role

•       Plan and deliver recurring user training sessions and webinars to support onboarding and ongoing client education

•       Serve as the day-to-day point of contact for existing clients post-onboarding, with a focus on long-term satisfaction and contract retention

•       Build and nurture long-term client relationships that go beyond issue resolution — you are their advocate and their consistent point of contact

•       Conduct ongoing client performance check-ins, including reviewing usage reports, identifying adoption gaps, and documenting account health indicators

•       Proactively identify at-risk accounts and take action before dissatisfaction becomes churn

•       Demonstrate and reinforce product value throughout the client lifecycle — not just at onboarding

•       Maintain accurate and up-to-date client records in the CRM, ensuring relationship history, activity, and account status are consistently logged

•       Translate customer feedback and recurring pain points into clear, evidence-based requests for the development team — with context, frequency data, and business impact, not just anecdotes

Support Operations

•       Manage and resolve inbound support tickets via Zendesk (currently ~30/week)

•       Provide oversight and quality checks on VA triage work

•       Act as a liaison between support and development, helping to communicate technical issues clearly, assist with bug identification and testing, and ensure customer-reported problems are resolved efficiently

•       Assist with an ongoing Zendesk platform migration — this is a named Year 1 project

•       Build and maintain support macros, documentation, and self-service resources

Content & Client Communications

•       Maintain and expand the help center and knowledge base

•       Create product content including how-to guides, release notes, and onboarding materials

•       Execute email marketing campaigns and lifecycle communications to current clients

•       Support content needs tied to new product launches

This list is representative of the responsibilities associated with this role and is not exhaustive. As a small, growing team, additional duties may be assigned based on business needs.

What We’re Looking For

We mean this: who you are matters more to us than where you’ve been. The right attitude, communication style, and problem-solving instincts are harder to find than technical skills — and easier to build on. If you read this and think “that’s me,” we want to hear from you, even if you can’t check every box below.

Experience & Skills

•       2-4 years in a client-facing, operations, communications, or account management role. Industry background is less important than your ability to build relationships, manage competing priorities, and communicate with clarity. Experience in SaaS, healthcare, or a regulated industry is a plus, not a requirement.

•       Zendesk experience above entry level — or a demonstrated willingness to become the internal expert (certifications, migrations, platform configuration)

•       Written communication that is clear and professional without requiring editing

•       Hands-on experience with email marketing tools (Mailchimp, HubSpot, or similar)

•       Comfortable managing multiple workstreams without constant direction

•       Ability to synthesize customer feedback into compelling, evidence-based cases for product or process changes — you advocate for users with data, not just volume of complaints

Nice to Have

•       Experience in healthcare-adjacent or regulated-industry SaaS

•       Familiarity with webinar tools (Zoom Webinars, Loom, etc.)

•       Basic HTML/CSS or CMS experience for content maintenance

Who You Are

•       You take ownership. You identify what needs to be done and do it — you don’t wait to be told.

•       You’re comfortable with ambiguity. This role will evolve, and you’ll help shape what it becomes.

•       You communicate clearly and proactively. You surface issues before they become problems.

•       You’re low ego and high curiosity. Some days include glamorous work. Some days don’t. You’re good either way.

•       You genuinely enjoy the startup environment — not as a resume line, but because you want to build something.

Why Join Us

•       A role with real autonomy — you’ll build processes, not just follow them

•       You’ll work directly alongside the COO and CEO — there’s no middle layer between your ideas and the people who can act on them

•       This role has the potential to grow with the company — what that looks like will depend on you as much as us

•       Occasional travel to client sites — for the right person, getting out of the office and into the facilities we serve is one of the more rewarding parts of this work

•       Hybrid flexibility with a collaborative in-person element — we value face time without requiring it daily

How to Apply

Send your resume and cover letter to:

sara.glen@settrax.com