Commercial Operations Manager

Rightway•Miami, FL

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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

Benefits

Harmonize healthcare for everyone, everywhere.
Guide patients to the best care and medications by inserting clinicians and pharmacists into a patient’s care journey through a modern, mobile app.
Modern, mobile app.
On-demand access to Rightway health guides, human experts that answer their questions and manage the frustrating parts of healthcare for them.
Raised over $205mm from investors including Khosla Ventures, Thrive Capital, and Tiger Global.
Headquartered in New York City, with satellite offices in Denver and Dallas.
Clients rely on us to transform the healthcare experience, improve outcomes for their teams, and decrease their healthcare costs.
Passion for healthcare and relentless devotion to our goal.
Human, first: Empathetic approach to every individual we engage with, whether it be our members, our clients, or each other.
Redefine what is possible: Look beyond the obstacles to imagine new solutions.
Debate then commit: Spirit of open discourse, challenge assumptions, listen, and align.
Cultivate grit: Persistence, resilience, initiative, and tenacity.
Seek to delight: Work tirelessly to meet client goals and deliver the best experience to members.
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.
All employment is decided on the consideration of merit, qualifications, need and performance.