Wherefour

Role Description Wherefour’s Customer Success team is seeking a highly organized, operationally strong, and people-focused Senior Training Manager to lead our training and education programs. In this role, you will manage the Training team, oversee the continued development of the Wherefour Academy, and ensure customers and internal teams have the resources they need to successfully learn and adopt our platform. This role combines team leadership, program management, and hands-on training development, working closely with Customer Success, Product, and Marketing to continuously improve how customers learn and use Wherefour. Manufacturing experience is a strong and preferred qualifier for this role. Fully remote, open to applicants in the US. What You’ll Do - Leadership & Team Management - Manage and support the Training team, ensuring projects stay on track and priorities remain clear. - Follow up on deadlines and adjust schedules or priorities as needed. - Provide guidance, answer questions, and remove roadblocks for team members. - Conduct regular 1:1 meetings focused on project progress, planning, and professional development. - Recognize and celebrate great work across the Customer Success team. - Training & Education Programs - Lead the development and continuous improvement of the Wherefour Academy and related training resources. - Identify training needs when new features are released and coordinate the creation or updating of training materials. - Oversee and conduct customer training sessions and educational programs. - Ensure training achievements and customer education milestones are completed and tracked. - Maintain training subscriptions and onboarding resources for new users. - Ensure customers have access to relevant sandboxes, materials, and learning content. - Webinars & Educational Content - Manage the biweekly webinar program including scheduling, promotion, and recordings. - Coordinate with Marketing to promote educational events and training opportunities. - Oversee the creation and maintenance of documentation, guides, and learning resources. Qualifications - 3+ years of experience in training, customer education, enablement, or customer success roles within a SaaS company. - Previous experience managing or mentoring team members. - Undergraduate degree or equivalent experience. - Experience developing educational resources such as webinars, documentation, or learning programs. - Ability to demonstrate and explain software clearly and confidently. - Access to a quiet remote workspace with reliable internet. Bonus Points - Experience managing an online learning platform or academy program. - Familiarity with webinar platforms such as Demio. - Experience with Zendesk or knowledge base platforms. - Background in manufacturing operations or inventory software. - Strong documentation and knowledge management skills. - You enjoy building structured systems that help people learn. - Sense of humor — we work hard and like to have fun doing it.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description 100% remote and full-time, with benefits. Material traceability is a key trend in manufacturing, and especially critical these days. It also presents some complex challenges, so our mission is to take the "difficult" and break it down into a simple and elegant experience for our customers. We need someone who is interested in helping companies that make products prepare for the future of manufacturing. Whether those products are: - Packaged food and beverages - Vitamins - Machine parts - Chemicals - Electronics - Cannabis - Pharmaceuticals - Clothing These companies need a modern tool to solve their traceability and business challenges. What You'll Do: - Work on our platform, implement new features, build integrations to other systems, maintain existing code and have a voice in the evolution of our platform. - Help maintain and support the tools and cloud infrastructure used daily by our development, customer success and sales teams. - Solid skills with Ruby on Rails, Postgres and some JavaScript (mostly Stimulus). - Host our app on AWS (with some functions on Google Cloud) and keep gems to a minimum. - Solve a steady stream of interesting logic puzzles. Ideally, you are familiar with: - Accounting and finance - Manufacturing - Warehousing - Inventory control concepts - Experience with packaged goods businesses For our app and our customers, data integrity, accuracy and reliability are paramount. Qualifications - At least 10 years of professional development with Ruby and similar experience with commercial B2B or enterprise-level applications. - Well-versed and comfortable with all aspects of Ruby and the Rails framework. - Self-driven, think like an owner and care about the quality of your work and the end result. - Enjoy being part of a team that has a great work/life balance and is constantly curious and enjoys learning new techniques or skills. - Experience with managing apps on AWS and Google Cloud via Kubernetes and interested in expanding your knowledge and skill set in that area. - Take responsibility for building solutions that solve customer pain and are easy to use. - Appreciate variety and a culture attuned to creating a solid, accurate and high-quality product and customer experience. - Collaborative with excellent communication skills, able to give and receive constructive feedback and work well in a remote team with different time zones. - Have an excellent sense of humor about yourself and your work. - Find AI interesting, but do NOT use or need to rely on AI tools to do your work. Requirements - You must live in the USA or Canada. - We will not respond to inquiries via our public website, LinkedIn, phone calls, etc. Benefits - Health care - Dental - Vision - 401k benefits - Stock options - 11 paid holidays - 2 weeks of PTO that increases for each year of service

Role Description Wherefour’s Customer Success team is seeking a highly motivated, operationally strong, and people-centered Success Manager to lead our Implementation and Support teams. In this role, you will act as the connective tissue between Sales, Implementation, Support, Operations, and Leadership — ensuring our customers launch successfully, our team operates efficiently, and our processes continuously improve. This is both a managerial and hands-on role. You will oversee onboarding performance, manage escalations, coach team members, refine our implementation program, and step into support tickets when needed. You will be responsible for protecting the customer experience while also protecting team capacity and internal systems. We’re looking for someone who thrives in structured environments, loves building clarity out of complexity, and is energized by helping both customers and teammates succeed. If you enjoy balancing people leadership with operational detail — this role is for you. Manufacturing or ERP experience is strongly preferred. Open to applicants in the US. Some US-based travel expected. Applicants should submit a cover letter to sam+hiring@wherefour.com along with a recent resume. This role has a pay band of 75,000 - 90,000 USD, based on experience. What You’ll Do - Leadership & Team Management - Conduct 1:1s with Implementation and Support team members focused on: - Project status reviews - Troubleshooting and roadblock removal - Project management coaching - Professional development and growth - Act as the primary escalation point for Implementation and Customer Success issues. - Oversee delegation of implementation projects. - Maintain the Zendesk round robin support schedule. - Monitor inbound support tickets and ensure appropriate follow-up from the support team in a timely manner. - Monitor inbound inquiries and ensure appropriate CS follow-up when sales forms are submitted. - Recognize and celebrate team wins. - Coordinate hiring and performance management for the CS team. - Coordinate and schedule biweekly webinar series for continuing education on the Wherefour system for our customer base. - Implementation Program Oversight - Maintain master subscription spreadsheet with accurate launch dates and days-to-launch tracking. - Ensure implementation project schedules are updated and maintained by specialists. - Manage Implementation contract timelines: - Confirm start/end dates at kickoff - Proactively address approaching deadlines - Collaborate on extension conversations when necessary - Continuously improve the Jetpack onboarding program by: - Identifying bottlenecks and churn risks - Testing new strategies - Partnering with Implementation Specialists to refine processes - Manage on-site SOW agreements: - Determine pricing, availability, schedule, and agendas - Coordinate post-launch recognition - Cross-Functional Collaboration - Support Sales on demos and prospect calls as needed. - Contribute updates and insights for All Hands and Success / Development meetings. - Support the SPS Special Projects Manager. - Support implementation specialists with integration troubleshooting (Amazon FBA, Sage Intacct, Metrc, Shopify, ShipStation, SPS Commerce, etc.). - Monitor and organize the CS support email inbox, including spam filtering and general management. - Independent Contributor Work – Support & Documentation - While primarily a manager, this role will also remain customer-facing: - Answer Zendesk support tickets as needed. - Update and expand Knowledge Base articles as features evolve. - Support the development of documentation including white papers, diagnostic tools, and internal guides. - Review documentation created by CS team members prior to publication. Competencies - Strong operational leadership and ability to manage multiple moving parts without dropping details. - Confident decision-maker who can act as a calm escalation point. - Excellent coaching and feedback skills — able to develop talent while maintaining high standards. - Deep understanding of project management principles and SaaS onboarding workflows. - Strong troubleshooting capabilities across integrations and ERP workflows. - Exceptional written and verbal communication skills. - Proactive mindset — anticipates risks and addresses them early. - Highly organized with strong spreadsheet and documentation skills. - Bias toward action and ownership. - Comfortable working cross-functionally with Sales, Dev, Marketing, and Leadership. - High emotional intelligence and ability to balance empathy with accountability. Qualifications - 3+ years in Customer Success, Implementation, or Support within a SaaS company. - Prior people management or team lead experience required. - Experience managing onboarding or implementation programs. - Undergraduate degree or equivalent experience. - Strong technical aptitude and ability to understand software integrations. - Access to a quiet remote workspace with reliable internet. - Ability to demonstrate and explain software clearly and confidently. Bonus Points - Experience in ERP, manufacturing software, or inventory systems. - Prior experience improving onboarding programs or reducing churn. - Experience with Zendesk, ClickUp, HubSpot, or similar tools. - Background in manufacturing operations. - Strong documentation and process-design skills. - You secretly (or not so secretly) love spreadsheets. - You genuinely enjoy building systems that make teams better. - Sense of humor required — we move fast, and we laugh often.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Wherefour’s Customer Success team is seeking a highly motivated, operationally strong, and people-centered Success Manager to lead our Implementation and Support teams. In this role, you will act as the connective tissue between Sales, Implementation, Support, Operations, and Leadership — ensuring our customers launch successfully, our team operates efficiently, and our processes continuously improve. This is both a managerial and hands-on role. - Oversee onboarding performance - Manage escalations - Coach team members - Refine our implementation program - Step into support tickets when needed - Protect the customer experience while also protecting team capacity and internal systems We’re looking for someone who thrives in structured environments, loves building clarity out of complexity, and is energized by helping both customers and teammates succeed. If you enjoy balancing people leadership with operational detail — this role is for you. Manufacturing or ERP experience is strongly preferred. Open to applicants in the US/ Ontario, Canada. Applicants should submit a cover letter to sam+hiring@wherefour.com along with a recent resume. This role has a pay band of 75,000 - 90,000 USD or CAD equivalent, based on experience. Qualifications - 3+ years in Customer Success, Implementation, or Support within a SaaS company - Prior people management or team lead experience required - Experience managing onboarding or implementation programs - Undergraduate degree or equivalent experience - Strong technical aptitude and ability to understand software integrations - Access to a quiet remote workspace with reliable internet - Ability to demonstrate and explain software clearly and confidently Requirements - Strong operational leadership and ability to manage multiple moving parts without dropping details - Confident decision-maker who can act as a calm escalation point - Excellent coaching and feedback skills — able to develop talent while maintaining high standards - Deep understanding of project management principles and SaaS onboarding workflows - Strong troubleshooting capabilities across integrations and ERP workflows - Exceptional written and verbal communication skills - Proactive mindset — anticipates risks and addresses them early - Highly organized with strong spreadsheet and documentation skills - Bias toward action and ownership - Comfortable working cross-functionally with Sales, Dev, Marketing, and Leadership - High emotional intelligence and ability to balance empathy with accountability Benefits - Opportunity to build strong teams - Create operational clarity - Help manufacturing companies grow into giants Bonus Points - Experience in ERP, manufacturing software, or inventory systems - Prior experience improving onboarding programs or reducing churn - Experience with Zendesk, ClickUp, HubSpot, or similar SaaS tools - Background in manufacturing operations - Strong documentation and process-design skills - You secretly (or not so secretly) love spreadsheets - You genuinely enjoy building systems that make teams better - Sense of humor required — we move fast, and we laugh often

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description 100% remote and full-time, with benefits. Material traceability is a key trend in manufacturing, and especially critical these days. It also presents some complex challenges, so our mission is to take the "difficult" and break it down into a simple and elegant experience for our customers. We need someone who is interested in helping companies that make products prepare for the future of manufacturing. Whether those products are: - Packaged food and beverages - Vitamins - Machine parts - Chemicals - Electronics - Cannabis - Pharmaceuticals - Clothing These companies need a modern tool to solve their traceability and business challenges. What You'll Do: - Ensure the quality and reliability of our platform by designing and executing comprehensive test strategies. - Validate new features and test integrations to other systems. - Identify issues before they reach customers. - Help maintain quality standards for the tools and cloud infrastructure used daily by our development, customer success, and sales teams. You will need solid skills with manual software testing, with experience testing web-based applications. Ideally, you are familiar with: - Accounting and finance - Manufacturing - Warehousing - Inventory control concepts Bonus skills include familiarity with Ruby on Rails and Javascript-based apps and automated testing tools. Some basic programming knowledge or background is also a plus. Qualifications - At least 2 years of professional QA or product testing experience with commercial B2B or enterprise-level applications. - At least 2 years working remotely. - Excellent verbal and written communication skills. - Self-driven, think like an owner and care about the quality of your work and the end result. - Constantly curious and enjoy learning new techniques or skills. - Take responsibility for ensuring solutions solve customer pain and are easy to use, catching issues that would impact usability or data integrity. - Appreciate variety and a culture attuned to creating a solid, accurate and high quality product and customer experience. - Collaborative and able to give and receive constructive feedback and work well in a remote team with different time zones. - Great sense of humor about yourself and your work. - Find AI interesting, but do NOT use or need to rely on AI tools to do your work. Requirements - You must live in the USA or Canada. - We will not respond to inquiries via our public website, LinkedIn, phone calls, etc. Benefits - Health care - Dental - Vision - 401k benefits - Stock options - 11 paid holidays - 2 weeks of PTO that increases for each year of service