Client Success Operations Manager

ABOUT THE ROLE:

The Client Success Operations Manager sits within the Commercial Operations team and partners closely with Client Success to drive operational excellence across the client lifecycle. This role is responsible for building and optimizing scalable processes, improving visibility into client activity, and enabling the CS team to operate more efficiently and proactively. By standardizing workflows, centralizing data, and supporting strategic initiatives, this role helps ensure a consistent, high-quality client experience that drives retention, satisfaction, and growth.

WHAT YOU’LL DO:

• Design & scale CS processes: Build and evolve core Client Success workflows (renewals, QBRs, escalations, growth motions), with a focus on efficiency, automation, and scalability
• Drive operational leverage: Continuously identify opportunities to reduce manual effort, streamline workflows, and increase output through better systems, tooling, and AI-enabled processes
• Lead strategic initiatives: Own high-impact projects that improve CS effectiveness and scalability — from process redesign to tool implementation to cross-functional operating models
• Partner with CS leadership: Support team operations, planning, and communication to ensure strong execution, alignment, and accountability across the org
• Own reporting & insights: Build dashboards and reporting that provide clear, actionable insights into client health, activity, renewals, and performance — enabling better, faster decisions
• Enable tools & systems: Administer and optimize CS tools (e.g., Service Cloud, Highspot, etc.), driving adoption, training, and continuous improvement
• Leverage AI & emerging tech: Actively identify and implement ways to use AI and automation to improve workflows, surface insights, and increase team productivity
• Drive cross-functional coordination: Partner across Sales, Proposals, Implementation, Marketing, and Data to create seamless handoffs and a unified client experience
• Uplevel team enablement: Identify gaps and build resources (training, documentation, playbooks) to ensure the team can operate efficiently and consistently

WHO YOU ARE:

• Obsessed with efficiency and impact — always looking for ways to do more with less
• AI-forward and technically curious — you actively explore and adopt new tools and technologies to improve how work gets done
• A systems thinker who can reimagine processes, not just optimize them
• Highly organized and execution-focused, with the ability to manage multiple priorities independently
• Proactive and solutions-oriented, with strong ownership and follow-through
• Comfortable operating in ambiguity and building from scratch in a fast-paced environment
• Experienced in administering and optimizing tools (CRM, enablement platforms, etc.) and driving adoption
• Strong cross-functional collaborator who can align stakeholders and drive outcomes
• Strategic thinker who can zoom out to big-picture goals while executing on details
• Clear, effective communicator who simplifies complex processes into actionable guidance

EXTRA CREDIT:

• Experience in Client Success Operations or a background working directly in a Client Success or Account Management role
• Experience implementing or supporting a Client Success Platform (e.g., Salesforce Service Cloud)
• Hands-on experience as a Salesforce Service Cloud administrator or similar CRM/tool admin role
• Exposure to building or scaling CS processes in a growing organization

BASE SALARY: $120,000-$150,000

Offer amounts for both remote and in office roles are influenced by geographic location.

CYBERSECURITY AWARENESS NOTICE

In response to ongoing and industry-wide fraudulent recruitment activities (i.e., job scams), Rightway wants to inform potential candidates that we will only contact them from the @rightwayhealthcare.com email domain. We will never ask for bank details or deposits of any kind as a condition of employment. 

ABOUT RIGHTWAY:

Rightway is on a mission to harmonize healthcare for everyone, everywhere. Our products guide patients to the best care and medications by inserting clinicians and pharmacists into a patient’s care journey through a modern, mobile app. Rightway is a front door to healthcare, giving patients the tools they need along with on-demand access to Rightway health guides, human experts that answer their questions and manage the frustrating parts of healthcare for them.

Since its founding in 2017, Rightway has raised over $205mm from investors including Khosla Ventures, Thrive Capital, and Tiger Global. We’re headquartered in New York City, with satellite offices in Denver and Dallas. Our clients rely on us to transform the healthcare experience, improve outcomes for their teams, and decrease their healthcare costs.

HOW WE LIVE OUR VALUES TO OUR TEAMMATES:

We’re seeking those with passion for healthcare and relentless devotion to our goal. We need team members that embody our following core values:

1) We are human, first
Our humanity binds us together. We bring the same empathetic approach to every individual we engage with, whether it be our members, our clients, or each other. We are all worthy of respect and understanding and we engage in our interactions with care and intention. We honor our stories. We listen to—and hear—each other, we celebrate our differences and similarities, we are present for each other, and we strive for mutual understanding.

2) We redefine what is possible
We always look beyond the obstacles in front of us to imagine new solutions. We approach our work with inspiration from other industries, other leaders, and other challenges. We use ingenuity and resourcefulness when faced with tough problems.

3) We debate then commit
We believe that a spirit of open discourse is part of a healthy culture. We understand and appreciate different perspectives and we challenge our assumptions. When working toward a decision or a new solution, we actively listen to one another, approach it with a “yes, and” mentality, and assume positive intent. Once a decision is made, we align and champion it as one team.

4) We cultivate grit
Changing healthcare doesn’t happen overnight. We reflect and learn from challenges and approach the future with a determination to strive for better. In the face of daunting situations, we value persistence. We embrace failure as a stepping stone to future success. On this journey, we seek to act with guts, resilience, initiative, and tenacity.

5) We seek to delight
Healthcare is complicated and personal. We work tirelessly to meet the goals of our clients while also delivering the best experience to our members. We recognize that no matter the role or team, we each play a crucial part in our members’ care and take that responsibility seriously. When faced with an obstacle, we are kind, respectful, and solution-oriented in our approach. We hold ourselves accountable to our clients and our members’ success.

Rightway is Proudly an Equal Opportunity Employer that believes in strength in the diversity of thought processes, beliefs, background and education and fosters an inclusive culture where differences are celebrated to drive the best business decisions possible. We do not discriminate on any basis covered by appropriate law. All employment is decided on the consideration of merit, qualifications, need and performance.