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Customer Success Operations Manager
BAND Connect
Customer Service · Full-time
Cincinnati, OH, USA
Posted on Jul 23, 2025
We’re looking for a Customer Success Operations Manager to build, optimize, and scale the systems that ensure a best-in-class experience for our clinic partners and patients. This is a cross-functional, high-impact role that will own the customer journey—from onboarding through retention—by operationalizing customer success processes, managing data workflows, and enabling a frictionless experience across clinics, patients, and internal teams.
You’ll work closely with our founding team and clinical partners to ensure scalable, repeatable, and measurable customer success operations.
Key Responsibilities
Operations & Infrastructure
- Implement and optimize customer onboarding and training workflows for clinics and clinicians
- Build scalable processes to manage and collaborate with our fulfillment partners for clinic setup, device fulfillment, and returns
- Own documentation for internal and external support processes (SOPs, FAQs, guides, training curriculum, clinician certification and more)
- Establish customer health metrics and dashboards to proactively flag risk or identify growth opportunities
Data Management
- Own and optimize the tech stack supporting customer success (CRM, ticketing tools, helpdesk platforms)
- Track KPIs like activation rate, patient engagement, retention, and clinic satisfaction
- Drive insights through analysis of usage data, support trends, and outcome metrics
Cross-Functional Collaboration
- Partner with the Clinical and Product teams to streamline feedback loops and improve usability
- Coordinate on logistics such as device provisioning, tracking, and returns
- Support team with data and resources to drive customer satisfaction and retention
Customer Enablement
- Develop and maintain self-service resources (training videos, help center, quick-start guides)
- Standardize onboarding playbooks for new clinics and providers
- Manage patient and provider satisfaction surveys and feedback tools
What We’re Looking For
- 3+ years of experience in Customer Success Operations, Customer Experience, or Business Operations
- Strong process orientation and project management skills
- Familiarity with tools like HubSpot, Google Sheets, or similar systems
- Analytical mindset with the ability to turn data into action
- Experience in physical therapy or athletic training is a plus, as is exposure to startup environments.
- Passion for improving healthcare experiences and outcomes
Apply via LinkedIn or send an email with your resume to [email protected]
BAND Connect is an equal opportunity employer.
JUMPSTART VENTURES
6701 Carnegie Ave. Suite 100
Cleveland, Ohio 44103
Tel: 216.363.3400
Email: [email protected]
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