Account Operations Manager

About the Role

We are seeking a detail-oriented and client-focused Account Operations Manager (AOM) to own the operational layer of our client relationships within Authenticx's Post-Sales model. This execution role is built for someone who thrives on structure, takes pride in airtight documentation, and understands that operational excellence enables a high-performing account team to function.

The AOM owns the scheduling, coordination, documentation, and communication that keeps client operations running smoothly, from weekly syncs and QBR logistics to renewal planning coordination. The AOM is also a frontline risk monitor, watching for health signals across their accounts and surfacing concerns to the right owners before they become problems.

This role operates within a three-person account team alongside a Strategic Relationship Executive (SRE), who owns commercial and executive relationships, and a Client Success Manager (CSM), who owns platform expertise, enablement, and insight generation. The AOM ensures the team stays coordinated and the client remains informed, making the entire account team more effective by handling the operational layer with precision.

The ideal candidate is organized, proactive, and client-savvy, with enough relationship instinct to own day-to-day client contact effectively and enough operational discipline to treat CRM hygiene and documentation as a professional standard.

Responsibilities

• Day-to-Day Client Operations
  • Serve as the primary day-to-day client contact with a same-business-day response SLA across all assigned accounts
  • Own all scheduling across the full account lifecycle: weekly syncs, QBRs, insights checkpoints, workshops, internal reviews, and renewal planning syncs
• Sync Facilitation and Documentation
  • Lead weekly/biweekly client syncs: own agenda preparation, facilitation, recap documentation, and action item tracking
  • Distribute accurate, concise recaps to clients within 24 hours of each sync’s conclusion and ensure all action items are logged with owners and due dates
• CRM and Account Documentation
  • Own all CRM data entry, record maintenance, activity logs, contact management, and account runbooks (CRM hygiene is a primary responsibility)
  • Log utilization data, adoption KPI updates, opportunity tracking, renewal activity, and risk flags with discipline and accuracy for pipeline forecasting and strategic decisions
• Risk Monitoring and Escalation
  • Monitor day-to-day health signals across accounts: sentiment shifts, engagement changes, missed meetings, and behavioral anomalies
  • Document and escalate risk flags immediately, routing commercial risk to the Account Director, platform risk to the CSM, and operational risk to both
• QBR and Strategic Motion Support
  • Own QBR logistics end-to-end: scheduling, invite management, deck version control, initial slide draft, content coordination with CSM and SRE, and post-QBR action item tracking
  • Support renewal planning coordination, workshop logistics, and insights checkpoint scheduling
• Cross-Functional Coordination
  • Maintain a live task board across all open account commitments, owners, and milestones; surface blockers to the account team early
  • Own technical issue routing: ticket tracking, follow-up coordination, client communication, and resolution confirmation

Requirements

• 2+ years of experience in a Client Success, Account Management, project coordination, or post-sales role within a SaaS environment
• Demonstrated CRM discipline: experience owning record maintenance, activity logging, and documentation as a standing professional responsibility
• Strong organizational skills with the ability to manage multiple accounts and competing priorities without dropping detail
• Client-facing communication experience: comfortable owning day-to-day client contact and writing clear, professional recaps and correspondence
• Proactive risk awareness: able to read a client relationship for health signals and know when and how to escalate

Preferred Qualifications

• Experience in healthcare, AI, or analytics-driven SaaS solutions
• Familiarity with HubSpot or comparable CRM platforms
• Background in a structured post-sales model with defined role separation between commercial, platform, and operational functions
• Prior experience supporting QBR preparation, executive meeting logistics, or renewal coordination in a client-facing role

Schedule

For local candidates, this is a hybrid position consisting of remote/virtual work with some on-site (Indianapolis north side) activities at least twice a week. For non-local candidates, this will be a virtual/remote position with the potential for occasional travel to our Indianapolis office approximately one to two times per year depending on location and business needs.

Candidates must reside in the USA and be authorized to legally work in the USA without requiring employment visa sponsorship, now or in the future.