Customer Success Manager – Operations

Jobtailor; Columbus (OH); On-site; USD 70,000 - 110,000; Full time

Job summary

Jobtailor in Columbus, OH is seeking an experienced account manager to serve as the primary contact for day-to-day operations and ensure client retention. You will collaborate across teams to address requests, deliver solutions, and provide executive-level product demonstrations.

The role requires 3+ years of client service experience in SaaS and healthcare knowledge, with travel up to 25% and a strong focus on relationship management and performance metrics.

Qualifications

• Bachelor’s degree required.
• 3+ years of client service experience in SaaS context.
• Healthcare/homecare industry experience preferred.
• SaaS/platforms/operational software experience preferred.
• Experience with a partner ecosystem preferred.
• Excellent verbal, written, and interpersonal communication skills.
• Strong client relationship management and creative problem-solving skills.
• Ability to work independently and collaboratively in a dynamic environment.
• Detail-oriented with ability to complete tasks accurately and timely.
• Strong organizational, project management, and multitasking skills.
• Willingness to travel 10–25%, including overnight travel.
• Must reside in or around Columbus, Ohio.

Responsibilities

• Build and maintain client relationships and serve as the primary point of contact for day-to-day operational matters
• Ensure client retention through exceptional service and support
• Assist with challenging client requests and issue escalations, working with appropriate teams to resolve system issues
• Identify client business needs, pain points, challenges, and organizational landscape
• Ensure timely and successful delivery of solutions against customer needs and objectives
• Partner cross-functionally with Product and provide client feedback to leadership
• Maintain weekly client communication and document client health through status reporting and quarterly client reviews
• Travel to client sites, conferences, and industry events to represent the company and engage stakeholders
• Lead tailored product demonstrations for additional HHAeXchange solutions
• Maintain industry and product knowledge
• Develop trusted-advisor relationships with key accounts and provide on-site guidance as required
• Collaborate with Sales to identify and grow market opportunities
• Address implementation, services, support, and client needs gaps
• Manage KPIs including support metrics, turnaround times, and ticket backlog volumes
• Perform other duties as assigned

Skills

Client relationship management

SaaS experience

Healthcare industry knowledge

Salesforce proficiency

Project management

Negotiation skills

Communication skills

Analytical skills

Education

Bachelor's degree

Tools

MS Office Suite

Job description

• Build and maintain client relationships and serve as the primary point of contact for day-to-day operational matters
• Ensure client retention through exceptional service and support
• Assist with challenging client requests and issue escalations, working with appropriate teams to resolve system issues
• Identify client business needs, pain points, challenges, and organizational landscape
• Ensure timely and successful delivery of solutions against customer needs and objectives
• Partner cross-functionally with Product and provide client feedback to leadership
• Maintain weekly client communication and document client health through status reporting and quarterly client reviews
• Travel to client sites, conferences, and industry events to represent the company and engage stakeholders
• Lead tailored product demonstrations for additional HHAeXchange solutions
• Maintain industry and product knowledge
• Develop trusted-advisor relationships with key accounts and provide on-site guidance as required
• Collaborate with Sales to identify and grow market opportunities
• Address implementation, services, support, and client needs gaps
• Manage KPIs including support metrics, turnaround times, and ticket backlog volumes
• Perform other duties as assigned

Requirements

• Bachelor’s degree required
• 3+ years of client service experience required
• Experience with healthcare/homecare industry preferred
• Experience with SaaS platforms/operational software preferred
• Experience with a partner ecosystem preferred
• Excellent verbal, written, and interpersonal communication skills
• Strong client relationship management and creative problem-solving skills
• Ability to work independently and collaboratively in a dynamic, fast-paced environment
• Detail-oriented with ability to complete tasks accurately and timely
• Strong organizational, project management, and multitasking skills
• Ability to manage high-pressure situations and conflict resolution
• Proficiency in Salesforce and MS Office Suite
• Negotiation skills at all management levels
• Excellent presentation and product demonstration skills
• Strong problem-solving and analytical skills
• Understanding of the healthcare industry; home-based care understanding preferred
• Passion for customer satisfaction and desire to succeed
• Must reside in or around Columbus, Ohio
• Willingness to travel 10–25%, including overnight travel

Core Competencies

Demonstrates expertise in client relationship management, ensuring exceptional service and support while effectively addressing client needs and challenges. Proficient in utilizing Salesforce and MS Office Suite to manage client communications and deliver tailored product demonstrations.

Highest-signal resume keywords

• Client Relationship Management
• SaaS Platform Experience
• Healthcare Industry Knowledge
• Salesforce Proficiency
• Project Management Skills

ATS Optimization Keywords

Hard Skills

• Client Service Experience
• Problem-Solving Skills
• Analytical Skills
• Presentation Skills
• Product Demonstration Skills
• Negotiation Skills
• KPI Management
• Operational Software Experience
• Detail-Oriented
• Multitasking Skills

Soft Skills

• Excellent Communication Skills
• Creative Problem-Solving
• Organizational Skills
• Ability to Work Independently
• Conflict Resolution Skills

Industry Keywords

• Healthcare Industry
• Homecare Industry
• Client Retention
• Cross-Functional Collaboration
• Stakeholder Engagement

Tools & Technologies

• Salesforce
• MS Office Suite