Customer Success Operations Manager

Remote · USD 105,000-120,000 · Remote · Posted Oct 5, 2026

At a glance

OneImaging is seeking a systems-minded Customer Success Operations Manager to help build and scale the operational foundation of the Customer Success organization.
This role will own and improve the systems, processes, and operating rhythms that support Customer Success and Implementation teams.
The position involves working cross-functionally to create scalable processes, improve accountability, and ensure the team has the necessary tools and structure.

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

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