Senior Customer Success Manager

🕒 September 22

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 15%

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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

• Manage a portfolio of growing mid-market accounts • Own renewal strategy and identify expansion opportunities • Develop and execute customer success plans • Build and maintain customer relationships and align goals and performance • Manage the end-to-end renewal process and mitigate churn risk • Surface upsell triggers and collaborate with Sales on expansion opportunities • Conduct recurring business reviews communicating performance, ROI, and growth opportunities • Use trend analysis to guide recommendations • Translate customer feedback and recurring themes into actionable insights for Product and Leadership • Partner with Implementation, Support, Sales, and Product on onboarding, adoption, and issue resolution • Monitor engagement signals, address risk, and implement recovery plans

🎯 Requirements

• 4–6+ years of Customer Success or Account Management experience • B2B SaaS experience preferred • Demonstrated success in renewal and revenue retention • Comfortable managing contracts, renewal conversations, and expansion discussions • Experience with structured success planning and measurable adoption outcomes • Ability to navigate multiple decision-makers and align priorities across teams • Ability to analyze performance trends and translate insights into strategic recommendations • Ability to anticipate risks and act before issues impact retention • Familiarity with healthcare delivery models or telehealth ecosystems is a plus • Must be authorized to work in the location of the job posting

🏖️ Benefits

• Remote work arrangement • Flat organizational structure • Autonomy, competence, and belonging-focused company culture • Encouragement to bring ideas forward and make things happen

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