Customer Success Manager

OneImaging helps patients access radiology services through a concierge approach and a network of vetted providers. The Customer Success Manager leads customer onboarding and implementation, manages strategic accounts and data feeds, and uses analytics and stakeholder engagement to support customer outcomes and revenue initiatives.

Responsibilities:

• 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

Requirements:

• 5+ years of Customer Success/Account Management experience in digital health, supporting large employer clients
• 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