Vice President – Customer Success

October 27

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OpenLoop

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Healthcare Insurance • Telecommunications • SaaS

OpenLoop is a company dedicated to supporting and enhancing telehealth services. They offer comprehensive solutions designed to streamline virtual care delivery, including provider staffing, a technology platform, payer coverage, licensing, credentialing, and practice management. OpenLoop's services cater to both early-stage and established telehealth providers, as well as brick-and-mortar clinics looking to expand into telehealth. They have a vast network of clinicians, extensive insurance plan coverage, and operate across all 50 states, supporting a wide range of specialties and languages. Their offerings include white-label solutions and custom integrations to improve telehealth implementation and delivery.

51 - 200 employees

⚕️ Healthcare Insurance

📡 Telecommunications

☁️ SaaS

📋 Description

• Own retention & growth: Drive Gross and Net Revenue Retention (GRR/NRR) targets across enterprise and growth accounts. • Scale onboarding & activation: Standardize implementation playbooks (HIPAA/BAA, integrations, payer enrollment, credentialing) and launch member activation programs that accelerate time-to-value. • Define account health: Establish a multi-signal health score (product usage, adoption, sentiment, patient engagement, RCM outcomes, credentialing velocity) and instrument it in a Customer Success Platform. • Lead customer communications: Deliver executive business reviews (EBRs) and outcome reporting that highlight clinical, financial, and operational value for sponsors. • Partner cross-functionally: Collaborate with Clinical Ops, Regulatory/Legal, RCM, and Technology teams to ensure compliance, optimize workflows, and deliver on customer commitments. • Build & mentor the team: Develop a high-performing CS organization segmented by customer type, with strong leaders and empowered CSMs. • Set strategy & forecast: Lead capacity planning, headcount modeling, and renewal/expansion forecasting in partnership with Finance and Sales. • Embed compliance: Ensure that HIPAA, SOC 2, and regulatory standards are built into every aspect of customer engagement. • Other duties as assigned.

🎯 Requirements

• Bachelor's Degree in Business, Communications or related field. • 12+ years of post-sales leadership in SaaS or healthcare technology, with at least 5 years at the VP/Senior Director level. • Proven success owning retention and expansion metrics (GRR, NRR, ARR) in a B2B2C environment (digital health, healthtech SaaS strongly preferred). • Deep understanding of healthcare compliance (HIPAA/BAA, SOC 2) and payer/provider ecosystems, including RCM, credentialing, and clinical workflows. • Track record of scaling Customer Success teams (50+ employees) across enterprise and growth segments. • Expertise with Customer Success Platforms (Gainsight, Totango, ChurnZero) and lifecycle playbooks. • Strong background in implementation/PMO leadership for enterprise healthcare clients. • Executive presence with ability to present clinical and financial ROI to payer, employer, provider, and retail executives. • Data-driven operator with proficiency in renewal forecasting, capacity planning, and customer analytics. • Experienced in cross-functional leadership, partnering with Product, Clinical, Compliance, and Operations. • Excellent people leader: coaching, developing, and inspiring directors, managers, and ICs across remote teams.

🏖️ Benefits

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