Account Operations Manager

Authenticx•Indianapolis, IN

3d•Hybrid

About The Position

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 is an execution role built for someone who thrives on structure, takes pride in airtight documentation, and understands that operational excellence is what allows a high-performing account team to function. The AOM owns the scheduling, coordination, documentation, and communication motion that keeps client operations running cleanly, 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 owns everything that keeps the team coordinated and the client informed, making the whole account team more effective by handling the operational layer with precision. The ideal candidate is organized, proactive, and client-savvy. They have 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, not an afterthought.

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 simultaneously 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
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

Nice To Haves

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

Responsibilities

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
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
Own all CRM data entry, record maintenance, activity logs, contact management, and account runbooks (CRM hygiene is a primary responsibility, not a secondary task)
Log utilization data, adoption KPI updates, opportunity tracking, renewal activity, and risk flags with the discipline and accuracy the account team relies on for pipeline forecasting and strategic decisions
Monitor day-to-day health signals across the full account load: sentiment shifts, engagement changes, missed meetings, and behavioral anomalies
Document and escalate risk flags immediately, with commercial risk routed to the Account Director, platform risk to the CSM, and operational risk to both
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, owning every operational layer around these motions so the SRE and CSM can focus on content and strategy
Maintain a live task board across all open account commitments, owners, and milestones; surface blockers to the account team early without over-escalating
Own technical issue routing: ticket tracking, follow-up coordination, client communication, and resolution confirmation