Systems-Minded Customer Success Operations Manager

Radiology is the second most used healthcare service, used by over 51% of the workforce annually. Despite its critical role, the process for undergoing a medical imaging exam has remained unchanged for decades. OneImaging is solving this with a concierge approach and a premium-quality radiology network of over 5,000 vetted providers across 48 states, reducing imaging costs by 60-80%.

We’re seeking a systems-minded Customer Success Operations Manager to help build and scale the operational foundation of our Customer Success organization.

This role will own and improve the systems, processes, and operating rhythms that support our Customer Success and Implementation teams. You’ll help strengthen CRM management, improve visibility across the customer lifecycle, and drive key operational projects from planning through execution.

You’ll work cross-functionally with Customer Success, Operations, Product, Sales, Marketing, and other teams to create scalable processes, improve accountability, and ensure the team has the tools and structure needed to operate effectively as we grow.

What you’ll do:

• Build and maintain CS playbooks, SOPs, templates, and best practices, including internal processes, utilization initiatives, upsell opportunities, and renewal motions
• Implement scalable processes and tooling to support implementation, customer health, business reviews, renewals, and expansions
• Design and run quarterly goal cycles, scorecards, and CS incentive mechanics
• Own opportunity hygiene and tracking in CRM (Salesforce) so CS can efficiently prioritize and deliver value across their books
• Develop onboarding and training programs for CS and Implementation
• Maintain a centralized knowledge base to keep product, engagement, and process information consistent and up to date
• Partner cross-functionally to operationalize product and process changes across customer-facing teams
• Identify opportunities to automate manual workflows and improve team efficiency
• Develop resources that help teams identify opportunities, dependencies, and next-best actions earlier
• Measure the effectiveness of CS processes and programs and continuously improve them based on team and customer needs

About you:

• 4+ years of experience in Customer Success Operations, Revenue Operations, or a similar operations-focused role supporting a customer-facing organization required
• Hands-on Salesforce experience, including managing opportunity tracking, pipeline hygiene, reporting, workflows, and data integrity
• Experience designing and operationalizing bonus, incentive, or variable compensation structures for customer-facing teams
• Strong understanding of the customer lifecycle, including implementation, adoption, account health, renewals, expansions, and escalations
• Experience building and implementing scalable CS processes, operating workflows, playbooks, and systems
• Strong analytical skills and experience using data and reporting to identify gaps, prioritize work, and improve team performance
• Strong sense of urgency and ownership, with a demonstrated ability to independently drive projects from idea through implementation and completion
• Excellent project management and cross-functional communication skills, with the ability to manage multiple priorities and move work forward across Customer Success, Implementation, Operations, Product, Sales, and Marketing