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Salary: USD 105,000 - 120,000 / annual
OneImaging is transforming radiology access through a concierge model and a network of over 5,000 vetted providers across 48 states, reducing imaging costs by 60-80% while eliminating surprise bills. The company helps patients, families, employers, and payers access essential radiology services at fair prices.
You will own and improve the systems, processes, and operating rhythms that support the Customer Success and Implementation teams. This is a systems-focused role that will strengthen CRM management, improve visibility across the customer lifecycle, and drive key operational projects from planning through execution.
Key responsibilities include:
- Build and maintain CS playbooks, SOPs, templates, and best practices covering 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 Salesforce CRM to help CS efficiently prioritize and deliver value
- Develop onboarding and training programs for CS and Implementation teams
- Maintain a centralized knowledge base for product, engagement, and process information
- Partner cross-functionally with Product, Sales, Marketing, and Operations to operationalize 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, continuously improving based on team and customer needs
You will work cross-functionally across 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 the company grows.
REQUIREMENTS:
- 4+ years of experience in Customer Success Operations, Revenue Operations, or a similar operations-focused role supporting a customer-facing organization
- 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 demonstrated ability to independently drive projects from idea through implementation and completion
- Excellent project management and cross-functional communication skills, with ability to manage multiple priorities and move work forward across multiple teams
