Customer Operations Manager

Position Summary Customer Operations Manager to help build the operational foundation of our growing company. This role sits at the intersection of customers, sales, product, finance, marketing, and operations, ensuring an exceptional customer experience while building the systems, processes, and operational discipline that enable ScanLab to scale. Responsibilities Customer Onboarding Lead and deliver onboarding for new customer administrators ("superusers") Configure customer accounts, licenses, coupon codes, and learner access Update onboarding guides, documentation, and checklists Ensure customers launch successfully and adopt the platform Customer Support Serve as the primary point of contact for customer support requests Troubleshoot user issues and coordinate with the product team when needed Manage support requests through resolution Maintain responsive, professional customer communication Identify recurring issues and recommend improvements Customer Operations Manage customer licensing, user access, and account administration Maintain accurate customer records in HubSpot and related systems Coordinate customer requests across Sales, Product, Finance, and Operations Support invoicing and accounts receivable by coordinating purchase orders, invoices, required documentation, and customer follow-up Track customer commitments and operational tasks to ensure nothing falls through the cracks Continuously improve customer‑facing operational processes Content & Enablement Format educational content into PowerPoint, Canva, and other customer‑ready formats Organize customer‑facing resources and knowledge base materials Support customer webinars, training sessions, and product documentation Prepare demo environments and customer presentation materials Conferences & Events Coordinate logistics for conferences, trade shows, and customer events Manage booth materials, shipping, registrations, travel, and event checklists Coordinate schedules and supporting materials for the team Ensure conferences and customer events are executed professionally Office & Company Operations Help establish and support ScanLab's office Coordinate supplies, vendors, and shared resources Support onboarding of new employees Assist with company meetings and internal events Help improve internal documentation, workflows, and operational processes What We’re Looking For Required 2–5 years of experience in customer operations, business operations, customer support, project coordination, account management, or similar roles Exceptional organizational skills and attention to detail Strong written and verbal communication skills Excellent problem‑solving abilities Ability to manage multiple priorities simultaneously Proficiency with Microsoft Office, PowerPoint, Canva, and Google Workspace Comfortable learning new technology and software platforms Preferred Experience with HubSpot or another CRM Experience supporting SaaS or healthcare technology customers Experience with customer administration, invoicing, or operational coordination Bachelor's degree or equivalent professional experience Experience with or knowledge of MRI and/or CT imaging a big plus Who You Are Loves bringing order to complexity Notices details that others miss Thinks proactively and solves problems Enjoys building systems and improving processes Communicates professionally with customers Takes ownership and follows through Thrives in a collaborative, entrepreneurial environment Why Join ScanLab? Competitive salary commensurate with experience Performance bonus opportunity Paid time off Opportunity to grow with a rapidly expanding healthcare technology company #J-18808-Ljbffr