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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