Job Description

Company Overview

We are a trailblazing health tech company on a mission to revolutionize the nursing home & post acute space. Our innovative AI software is transforming the admissions process and care delivery in these settings. We’ve raised $10.35M to date and are experiencing rapid growth. We are looking for a Business Operations Manager to help elevate our customer experience.

About the Role

The Business Operations Manager is responsible for ensuring our customers are successful and continuously seeing value from ExaCare’s solutions. You will own client relationships from the moment the sale closes, guiding customers through onboarding, adoption, and expansion. This is a client-facing role that blends elements of account management, customer success, and strategic growth, with an emphasis on delivering an exceptional customer experience and driving expansion opportunities.

You will work closely with customers to guide them through initial implementation and continuously optimize their experience. Many of our customers start with pilot programs, so you will play a critical role in helping prove value and strategically land and expand adoption within their organizations.

You’ll also work closely with the Strategy & Operations team and Chief of Staff to refine customer journeys, implement processes that scale, and inform product improvements based on customer feedback. It’s an ideal fit for someone who is detail-oriented, relationship-driven, adaptable, and eager to contribute to a collaborative, fast-moving team.

What You’ll Bring

• 4+ years of experience in management consulting
• Strong relationship-building and client management skills — clear, articulate, friendly, and professional in customer interactions
• Previous experience managing or leading a team — able to coach, support, and align teammates while maintaining high standards for execution and customer impact.
• High attention to detail and comfortable following and iterating on detailed SOPs
• Ability to thrive in a fast-paced, dynamic environment with shifting priorities and evolving processes
• Able to identify opportunities to drive expansion and deliver increasing value to customers
• Comfortable working closely with cross-functional teams (Ops, Strategy, Engineering)
• Ability to maintain a no-ego mindset and efficiently handle a variety of admin, technical and client-facing tasks.
• Embraces feedback and actively supports skill development among teammates.

What You’ll Do

• Own and nurture customer relationships from post-sale through onboarding, adoption, and expansion
• Guide customers through onboarding — ensure smooth technical integration and successful training on ExaCare’s platform
• Monitor and optimize account health — proactively track adoption, satisfaction, and usage trends; address issues before they escalate
• Drive land-and-expand growth — identify and pursue opportunities to expand adoption within customer organizations (moving from pilot to full org rollouts)
• Partner with cross-functional teams — work closely with Sales, Strategy & Operations, and Engineering to continuously improve the customer experience
• Gather and synthesize customer feedback to inform product enhancements and operational improvements
• Follow and refine SOPs for key workflows — help us scale best-in-class customer success processes
• Balance short-term customer needs with long-term account strategy — ensuring retention, growth, and high customer satisfaction

Benefits and Perks

• Competitive salary and equity in a high-growth startup
• Paid time off at your discretion
• Hybrid work out of our brand new Toronto office (Queen / Spadina)
• Medical, dental and vision coverage
• Great start-up culture (e.g. ChatGPT premium, company off-site)
• High achieving team (i.e., ex-Amazon engineers, ex- Bain / ex-BCG / ex-Goldman)

An insight into our Core Values

Impact

We are committed to being a force for good and leaving a lasting, meaningful impact on society. From the products we create and the services we provide, to the way we interact with our employees and customers.

Accountability

We are accountable to each other and the communities in which we operate. We take ownership of our mistakes and work to correct them, and we hold ourselves and each other accountable for delivering on our promises and commitments.

Ownership

We give everyone ownership of their tasks and projects and everyone is expected to be proactive in finding solutions and overcoming challenges.

Sense of Urgency

We value speed and efficiency in everything we do. We strive to continuously improve our processes and find ways to do things faster, without sacrificing quality or attention to detail.

Answer First

We value proactive problem-solving. Instead of bringing questions or problems, whenever possible, we bring proposed answers. It's important for us to lead with an answer or solution, but to be flexible to others feedback.

If this sounds like you, we'd love to have a chat!

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