[Hiring] Customer Operations Manager @Somewhere

Role Description

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.

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.
• You are 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.
• You are honest about performance.
• You can tell the founders plainly what's working, what isn't, and who is or isn't delivering.
• You are customer-obsessed.
• You notice when an account goes quiet and reach out before it becomes a problem.
• You are comfortable with ambiguity.
• You've worked somewhere still writing its playbook, and you'd rather write it than wait for one.
• You are 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.