Operations Specialist

Customer Success Specialist

AED123 provides businesses and organizations with Automated External Defibrillator (AED) services. 43 lives have now been saved by the AEDs we manage. Founded in 2019, we are on a mission to save thousands of lives while building a durable, high-growth business. We are nearly doubling in size every year and are adding to our Customer Success Team to support that growth.

WHO YOU ARE

You are smart, motivated, detail oriented, and strong in customer communication. You take pride in doing things the right way and keeping data clean and accurate. You are quick on your feet, organized, and capable of juggling multiple priorities without dropping details.

You want your work to be meaningful. You are energized by supporting customers, solving problems, and improving processes. You are excited to be part of a fast-growing company and contribute beyond just your job description.

You want to work from an office and be part of a high-performing, in-person team. (We have a new office in the Design District.)

THE ROLE

The Customer Success Specialist will be our 24th full-time employee and the 5th member of our rapidly growing Customer Success Team. You will take ownership of customers after the sales process, ensuring smooth onboarding, accurate data management, proactive communication, and ongoing AED compliance.

This role is operational, customer-facing, and process-driven. It requires strong judgment, follow-through, and attention to detail.

RESPONSIBILITIES

Manage Accounts

• Review exception reports to ensure AEDs are compliant and ready for use
• Set up accounts and AEDs accurately in internal systems
• Follow the playbook while identifying opportunities to improve processes and technology

Modify Customer Agreements

• Manage updates and changes to service agreements
• Maintain accurate customer and AED data in Salesforce and QuickBooks
• Escalate issues appropriately and ensure follow-through

Serve Customers

• Build relationships with customers and understand their operational needs
• Proactively address questions and concerns to enhance satisfaction and retention
• Prep equipment for customers

Team & Special Projects

• Support the Customer Success Manager and CEO on process improvements
• Assist with special projects as the company grows
• Provide extra bandwidth to teammates when needed

QUALIFICATIONS

• Bachelor’s degree from a reputable university
• 2+ years of experience in a customer-facing, operations, or administrative role
• Strong attention to detail and organizational skills
• Excellent written and verbal communication skills
• Comfort with Microsoft Office and web-based software (Salesforce experience a plus)
• Good judgment and follow-through
• Ambition, enthusiasm, and genuine excitement about our mission

PACKAGE

• Competitive base salary
• Bonus
• Full benefits (medical, dental, vision)
• 401(k) with company matching
• Stock options
• Onsite role in the Design District

This is a high-responsibility role inside a fast-growing company with real impact. The work directly supports life-saving equipment placed in businesses across the country.