Customer Success and Operations Specialist
1 day ago
Tacoma
Customer Success & Operations Specialist Hours: Monday–Friday, 8:00AM–4:00 PM Central Time (or aligned to Central Time for remote candidates) Location: Currently hybrid with flexibility; candidates should be within reasonable distance of the Nashville, TN or Gig Harbor, WA area for periodic in-person work sessions. Type: Full-Time Compensation: $50,000 – $65,000 annually, depending on experience 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: In your cover letter, tell us what draws you to this role specifically — and describe a time you turned a frustrated client, customer, or stakeholder into a success story. What did you do, and what did it take? Generic cover letters will not be considered. We’re a small team and we read every application carefully — we’d ask that you approach yours the same way. If you’re the kind of person who reads a job description and starts mentally drafting improvements before you’ve even applied — we want to hear from you. We don’t need a perfect resume. We need the right person. Those are rarely the same thing. Equal Opportunity Employer Settrax is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by applicable law.