Operations and Customer Success Manager

About Primum

At Primum, we’re on a mission to ensure every cancer patient receives the most informed and effective treatment possible. Community oncologists, who care for 80% of cancer patients, face immense challenges in staying up to date with rapidly evolving oncology treatments. Primum’s platform connects these oncologists with expert advice and cutting-edge insights, empowering them to make the best treatment decisions for their patients.

Location: Columbus, OH

Type: Full-time

We’re seeking a highly motivated, detail-oriented, and user-obsessed individual to lead operations and customer success. You’ll be responsible for managing day-to-day product workflows, supporting our clinician users with best-in-class service, coordinating external communications, and helping grow our community of medical professionals.

This is a high-impact, high-ownership role at the intersection of operations, customer success, and community building. It will be critical for you to find creative ways to amplify the impact you have as an individual, contributing to a modestly sized team that performs as if it is much larger. You’ll work directly with the founding team and play a critical part in shaping the future of Primum.

What You'll Do

• Execute key product workflows that are not yet fully automated (e.g., welcoming and onboarding new users, ensuring users are receiving timely responses, manning the anonymous channel, tracking and managing incentive payments to users)

• Identify inefficiencies, incrementally improve the processes while moving toward long-term solutions and automations

• Maximize the use of both internal and external tools and processes to scale operations effectively

• Be the primary point of contact for users—primarily oncologists—delivering superior white-glove support

• Proactively oversee financial payments to users, such as stipend and honoraria, through rigorous management of payment account setup and modifications

• Resolve user issues quickly and empathetically

• Proactively engage users to ensure they are realizing value and feel supported

• Manage outbound communication to users, partners, and the broader community via email and social media

• Maintain the Primum brand, emphasizing a high level of care and diligence in all communications

• Coordinate logistics, prep materials, and be a primary presence at conferences and events

• Build trusted relationships with our core user base of medical clinicians through individualized outreach via email and phone/video

• Surface feedback, product ideas, and insights to the rest of the team

• Strong execution mindset – You’re comfortable doing what needs to be done, even if it’s manual, messy, or undefined

• Details matter – You are energized by digging into the details, following the trail wherever it leads, and relentlessly getting to a solution

• Curious and resourceful – Learning is at your core, you enjoy discovering new tools and finding better ways to do things

• Empathy-driven communicator – You can communicate clearly and kindly with highly skilled professionals

• Customer-first – You thrive on creating a delightful experience for users and going the extra mile

• Independent and adaptable – You’re comfortable working with limited structure and thrive in startup environments

• Experience with technical products, operations, or customer success is a strong plus

• Familiarity or comfort engaging with clinicians or healthcare professionals is a bonus

This role is perfect for someone who wants to make a direct impact on the growth and success of a fast-growing company. You’ll work side-by-side with an incredible team on the mission to connect oncologists to accelerate patient care. You will play a pivotal role in shaping Primum’s future. If you’re a resourceful, detail-oriented operator who excels with customers and loves tackling challenges, we’d love to hear from you!

- Location: Remote/In-person (In-person is highly preferred).

- Experience Level: 2-5+ years in operations, customer service role