Director of Customer Success

🕒 August 22

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 10%

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OpenLoop

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2020

💼 Consulting

⚖️ Legal

📦 Logistics

💰 $15M Series A - OpenLoop Health on 2023-03

Consulting • Legal • Logistics

OpenLoop is a white-label telehealth platform and managed services provider that helps organizations launch and scale virtual care programs. It combines SaaS-based, brandable technology (scheduling, booking, payments, EHR/API integrations) with clinical staffing, credentialing, payer coverage and RCM, regulatory/legal support, and 24/7 patient support. OpenLoop serves health plans, hospitals and health systems, retailers, employers and digital health companies with AI-powered operations, a nationwide clinician network and broad insurance coverage including Medicare and Medicaid.

📋 Description

• Own the scaled CS strategy for SMB and mid-market customers, balancing digital engagement with targeted human touchpoints • Design and optimize digital customer journeys across onboarding, adoption, renewal, and expansion • Build and manage segmentation and coverage models (digital-only, pooled, hybrid) • Own health scoring frameworks, lifecycle triggers, and in-app / automated outreach • Partner with Product and Marketing to deliver in-product education, campaigns, and self-serve resources • Drive retention and expansion through programmatic, data-driven plays • Lead a team of Scaled / Digital CSMs and CS Ops partners • Drive KPIs (GRR, NRR, adoption, engagement) and report performance to leadership • Continuously test, measure, and iterate on scalable CS programs

🎯 Requirements

• 7+ years of experience in Customer Success, CS Operations, or Growth roles • 3+ years of experience leading and developing customer-facing teams, ideally in a scaled or digital CS environment • Proven track record of owning and improving NRR in a SaaS or digital health business • Strong experience with customer success platforms (Gainsight, Totango, ChurnZero, or similar) • Highly data-driven, comfortable with experimentation, automation, and iterative improvement • Experience operating in fast-growing or startup environments with evolving processes

🏖️ Benefits

• Medical, Dental, and Vision plans • Flexible Spending/Health Savings Accounts • Flexible PTO • 401(k) + Company Match • Life Insurance • Pet insurance