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

• Serve as an advocate for overall satisfaction and retention for assigned enterprise client base • Collaborate with subject matter experts and key stakeholders to achieve vision and objectives • Manage a portfolio of Mid-Market and Enterprise clients, serving as a trusted advisor • Facilitate collaboration with internal teams and client executives to establish goals • Identify and communicate growth opportunities within existing accounts • Plan and facilitate regular business reviews with clients and internal experts • Monitor all aspects of the client experience while maintaining a centralized client 'notebook' • Assess client health across financial, operational, and risk dimensions

• Own and shape the success of our customer accounts, driving measurable outcomes across expansion, adoption, satisfaction, and long-term value. • Document, build, and scale the structure for Customer Success Managers (CSMs), leading and mentoring them to ensure they deliver exceptional service and achieve customer goals. • Own the customer accounts and work to identify opportunities for expansion, ensuring customers derive maximum value from Tom’s AI-powered healthcare solutions. • Serve as the lead Customer Success Manager for the first clients, ensuring their onboarding, utilization, and satisfaction with the product. • Actively engage with customers and lead by example, while also building a team that will take over ongoing customer management. • Collaborate closely with the Product team to define success metrics, reporting structures, and data visualizations that accurately reflect customer outcomes, engagement, and satisfaction. • Partner with the Value-Based Care (VBC) Product Manager to align customer success goals with VBC initiatives. • Drive the adoption of best practices within the Customer Success team, ensuring consistent and high-quality service delivery across customer accounts. • Track, report, and follow up on the adoption, value, utilization, and engagement of Tom services with customers. • Continuously monitor and assess customer health, utilizing success metrics and feedback loops to identify risks and opportunities for proactive engagement and account growth. • Lead and grow the Customer Success Manager team, ensuring they have the tools, resources, and support needed to succeed. • Ensure that the Customer Success team is well-equipped with the knowledge and training to handle new product offerings, updates, and services.