Strategic Customer Success Manager

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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 end-to-end relationship and executive sponsorship for OpenLoop's most strategically consequential enterprise accounts • Drive retention, multi-year expansion, and long-term partnerships • Build and own the enterprise Customer Success operating model, including NRR methodology, QBR standards, strategic account planning, and health/risk models • Identify and execute multi-year expansion and product-diversification opportunities tied to measurable client ROI • Drive adoption and utilization, including new-site and feature rollouts and reactivating dormant usage • Orchestrate Implementation and specialist resources to achieve customer value realization • Guide complex, multi-program customer engagements from deal signing through milestones and stakeholder alignment • Partner with Sales and Commercial leadership on renewals and multi-year expansion architecture, pricing, and value articulation • Monitor account health and engagement signals to mitigate concentration and retention risk • Synthesize enterprise customer insight to influence product roadmap prioritization • Guide architecture and data-flow decisions with client technical leadership • Review senior CS account plans and QBRs and improve enterprise delivery quality across the organization • Lead executive-level QBRs demonstrating ROI and planning multi-year scale

🎯 Requirements

• Bachelor's degree in Business, Healthcare Administration, or a related field, or equivalent experience • 8–12+ years in enterprise Customer Success or Account Management • B2B SaaS/platform experience preferred • Prior Strategic/Principal CSM or Strategic Account Director experience with multi-year revenue ownership • Experience building playbooks, frameworks, or standards that scale beyond individual accounts • Strong understanding of complex integrations and APIs • Comfortable with multi-year deal architecture, pricing conversations, and expansion strategy • Ability to guide complex, multi-program customer engagements from signing through sequencing, stakeholder alignment, and milestones • Ability to build trust with client C-suite executives and engage with client CEOs • Data-driven systems-thinking approach to identifying trends and building repeatable solutions • Healthcare/HealthTech experience is a bonus

🏖️ Benefits

• Medical, Dental, and Vision plans • Flexible Spending/Health Savings Accounts • Flexible PTO • 401(k) + Company Match • Life Insurance • Pet insurance • Autonomy, Competence and Belonging-focused workplace culture