Customer Success Manager

As a Customer Success Manager at OneImaging, you’ll play a critical role in ensuring the successful onboarding, implementation, and long-term satisfaction of our customers. You’ll be the primary point of contact for strategic accounts, responsible for guiding customers through implementation—including complex data feed management—and ensuring they achieve measurable outcomes. Post launch, you will be responsible for managing the revenue and strategic initiatives for your book of business. This role combines project management, stakeholder engagement, and a strong focus on analytics to drive success.

What you'll do:

• Customer Implementation & Data Feed Management: Lead the end-to-end onboarding process, including configuring and managing customer-specific data feeds and ensuring accurate and timely data exchange between systems.
• Strategic Stakeholder Management: Build trusted relationships with customer stakeholders at multiple levels, acting as a strategic advisor and escalation point. Facilitate alignment between customer goals and OneImaging’s program.
• Reporting & Analytics: Analyze customer data and performance metrics to provide insights, drive adoption, and ensure customers achieve their desired outcomes. Deliver regular reports and business reviews to key stakeholders.
• Customer Advocacy: Act as the voice of the customer within OneImaging, sharing feedback and insights to influence product development and service enhancements.
• Continuous Improvement: Identify opportunities to optimize processes, improve customer experience, and drive efficiency in implementations and ongoing management.
• Cross-functional Collaboration: Work closely with Sales, Product, Engineering, and Support teams to ensure a seamless customer journey.

About you:

• 6+ years of experience in Customer Success, Account Management or a similar client-facing role in a digital health solution environment involving benefits administration.
• Strong technical aptitude with the ability to understand and manage data feeds, integrations, and system configurations.
• Ability to manage through ambiguity, build processes and help scale the CS organization.
• Ability to manage complex ecosystem vendor partners within a healthcare and benefit program.
• Proven track record of building strategic relationships with key customer stakeholders.
• Analytical mindset with experience delivering actionable insights through reporting and data analysis.
• Excellent project management skills, with the ability to manage multiple priorities and deliver results on time.