Customer Success Manager

Wherefour, Inc. is seeking a highly motivated and operationally strong Customer Success Manager to lead their Implementation and Support teams. In this role, you will ensure successful customer launches, manage team performance, and continuously improve processes to enhance the customer experience.

Responsibilities:

• Project management of implementation projects and customer schedules
• Continuously improve our onboarding and implementation processes
• Manage Implementation contract timelines
• Partner with our training team on customer webinars and training materials
• Manage hiring and individual performance for the CS team
• Coordinate post-launch activities for customers and the team
• Act as the primary escalation point for Implementation and Customer Success issues
• Project management of support queues and customer followup
• Partner with QA and development teammates on product features, customer needs and feedback, and roadmap planning
• Recognize and celebrate team wins
• Maintain master subscription data
• Support Sales on demos and prospect calls as needed
• 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

Requirements:

• Prior experience with manufacturing is REQUIRED
• Minimum of 3 years in Customer Success, Implementation, or Support within a SaaS company
• Prior people management or team lead experience
• 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
• Experience with ERP, inventory software, or similarly complex software platforms
• Prior experience improving onboarding programs and 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 — we move fast, and we laugh often