Customer Operations Manager (Onboarding & Client Success)

Location & Employment Details

Location: Remote
Schedule: Full-time, with full overlap with U.S. business hours
Reports to: Co-Founders
Leads: The post-sale team of five (three onboarding specialists, one trainer, one customer coach), plus an Onboarding & Implementation Specialist being hired alongside this role

About the Company

We are a rapidly growing U.S.-based healthcare technology company building clinical documentation and billing software for community pharmacies. Our platform helps independent pharmacies deliver and get paid for clinical services such as medication therapy management, vaccinations, point-of-care testing, and pharmacist consultations. It plugs into the pharmacy systems, immunization registries, and eligibility tools they already use.

We're about two years old, founder-led, and our customer base grew significantly in 2026. We expect similar growth next year. Every new pharmacy we sign needs to be set up, trained, and supported, and our team of roughly 15 is scaling to keep pace.

About the Role

This role exists because our founders are still pulled into every post-sale issue. When onboarding stalls or a customer has a support problem, it lands on a co-founder's desk. That doesn't scale.

We've built a capable team: onboarding specialists, a trainer, and a customer coach who reaches out proactively. What we don't have is someone who owns the whole post-sale experience. Today, work goes untracked. Customers set up two months ago go quiet, and we only find out when they come back with a problem.

You'll own everything after the sale closes. About 60% of the role is onboarding and implementation: getting new pharmacies live faster and with fewer handoffs. The other 40% is the customer lifecycle after go-live: making sure no account slips through the cracks. You'll lead the team directly, build the processes and tracking we're missing, and keep refining them as we grow.

Key Responsibilities

Onboarding & Implementation (about 60%)

Own the onboarding process from closed deal to go-live, including setup, integrations, workflow configuration, and staff training
Find where onboarding stalls, fix the bottleneck, and shorten time-to-live for new pharmacies
Set clear handoffs between sales, onboarding, training, and support so nothing is dropped between steps
Step in on complex or escalated implementations so they don't reach the founders

Customer Lifecycle & Retention (about 40%)

Own every account after go-live, with a regular cadence of check-ins at set points after launch
Build a simple health view of the customer base to spot quiet, at-risk, or struggling accounts early
Make sure the customer coach's proactive outreach reaches the right accounts at the right time
Own support escalations and close the loop with the customer

Team Leadership

Lead the onboarding specialists, trainer, and customer coach, along with future post-sale hires
Run weekly or biweekly one-on-ones with clear goals, follow-through, and coaching
Assess each team member's output and efficiency honestly, and recommend changes to the founders, including when someone isn't the right fit
Help hire and onboard new team members as the function grows

Process, Tracking & Reporting

Build the tracking we're missing so open work, follow-ups, and customer issues are visible to everyone
Write and maintain SOPs for onboarding, training, and post-sale follow-up
Define a handful of metrics to report to the founders weekly (e.g., time-to-live, open onboardings, accounts at risk, escalations)
Keep evaluating and refining processes as volume grows

Cross-Functional

Bring customer feedback and recurring product issues to the founders and product team
Take operational projects off the founders' plate as the role matures, such as vendor coordination and internal reporting

Required Qualifications

4+ years in customer onboarding, implementation, or customer success at a B2B software company
2+ years directly managing a team, including one-on-ones, performance conversations, and holding people accountable
A track record of building processes and tracking from scratch, not only running ones someone else built
Hands-on experience with a CRM, helpdesk, or project management tool used to track customer work
Comfort setting up simple reporting and using data to find bottlenecks
Excellent written and spoken English, with confidence speaking with business owners and their staff
Full availability during U.S. business hours

Preferred Qualifications

Experience in healthcare technology, especially pharmacy, clinical, or medical billing software
Familiarity with HIPAA and handling patient data
Experience at a startup or high-growth company during a period of scaling
Experience implementing software that integrates with customers' existing systems
Has hired, or helped hire, team members
Spanish proficiency

Ideal Candidate Profile

You are:

A builder of systems. When something keeps slipping, you don't just fix it once. You set up the process and tracking so it doesn't happen again.
A hands-on leader. You're comfortable in the details of an account and equally comfortable holding a team accountable and coaching them to improve.
Honest about performance. You can tell the founders plainly what's working, what isn't, and who is or isn't delivering.
Customer-obsessed. You notice when an account goes quiet and reach out before it becomes a problem.
Comfortable with ambiguity. You've worked somewhere still writing its playbook, and you'd rather write it than wait for one.
Measured by outcomes. Faster go-lives, fewer escalations, and customers who stay are how you know you're doing the job.

Why Join Us

Real ownership. You'll own the entire post-sale function and report directly to the founders.
A team in place. You inherit a working team and get to shape how it runs, rather than starting alone.
Room to grow. As our customer base grows, this function and your scope grow with it.
Meaningful work. Every pharmacy you get live is better equipped to deliver clinical care to its community.

Customer Operations Manager (Onboarding & Client Success) - 21983