Founding Customer Operations Lead

About the role

This is not a passive customer success role. You will run customer check-ins, ask good questions, identify what matters, translate customer pain into product requirements, and make sure follow-ups happen without the founder chasing them.

Responsibilities

• Runs customer check-ins and makes them useful by coming prepared, asking specific questions, pushing for examples, clarifying business impact, and ending every call with clear next steps.
• Does not simply say yes to every request. Identifies whether a request is a product gap, data issue, workflow issue, training issue, or one-off request, and routes it appropriately.
• Turns customer conversations into clear Linear tickets for the product and engineering team, including the customer context, business problem, expected behavior, examples, urgency, and suggested priority.
• Distinguishes between a bug, a data quality issue, a customer education issue, a workflow gap, a product feature, and a manual workaround that should not become permanent.
• Owes follow-through. Logs customer requests, provides necessary context, escalates blockers, and ensures customers hear from us before they have to ask.
• Creates lightweight systems to make the company more organized: customer notes, account trackers, recurring check-in agendas, open issue lists, implementation plans, and follow-up cadences.
• Helps onboard new customers, tracks data access, coordinates setup steps, documents workflows, and ensures customers reach value quickly.
• Identifies repeatable implementation patterns to move from founder-led onboarding to a scalable process.
• Helps the team understand what customers actually need, not just what they say they want.
• Spots repeated pain points, identifies high-ROI workflows, and helps the founder and product team decide what is worth building.
• In your first 30 days: every active customer has a clean account tracker with open issues, next steps, owners, and dates; customer calls have agendas, notes, and clear follow-ups; important customer requests are translated into clear Linear tickets; no customer issue is floating around in Slack, email, or someone’s memory without an owner.
• In your first 60 days: customer check-ins become more productive; implementations have a repeatable checklist; product and engineering have better customer context; customers feel like Scout is responsive, organized, and understands their business; the team has a clearer view of which requests are urgent, repeated, and revenue-critical.
• In your first 90 days: you are running the customer operating system; we have a repeatable customer feedback loop from call → insight → Linear → product decision → customer update; manual workarounds are visible and being converted into product where appropriate.

Requirements

• Unusually organized. Not needing to be reminded three times.
• Fast. Prefers sending a good follow-up today over a perfect one next week.
• Able to ask good questions. Comfortable with messy data, messy customers, and messy early-stage company reality.
• Able to write clearly. Notes, tickets, and customer updates are specific enough that other people can act on them.
• Good judgment. Knows when to say “yes,” when to say “not yet,” when to ask for more context, and when to escalate.
• Likes being close to customers. Energized by understanding how real businesses operate.
• Not precious about the work. Comfortable with both strategic customer conversations and administrative tasks.

Qualifications

• Experience in one or more of the following: Customer success or implementation at a B2B SaaS company, Product operations, Business operations, Consulting, especially with operationally complex businesses, Retail, grocery, supply chain, inventory, merchandising, or category management.
• The bigger requirement is strong operating judgment.