Strategic Customer Success Manager

ABOUT OPENLOOP

OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring care anywhere. Our telehealth support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering meaningful virtual support to patients across an expansive array of specialties, in all 50 states.

About the Role: OpenLoop is hiring a Strategic Customer Success Manager to join our team remotely or at our HQ in Des Moines, IA. This is a Principal-level role owning our most consequential enterprise relationships end-to-end — and defining how enterprise customer success is done as we scale. You'll be the strategic counterpart to client executive leadership, the owner of a high-value account portfolio, and the architect of the playbooks and standards the broader CS team runs on.

What You'll Do:

• Own the crown-jewel portfolio: Serve as the end-to-end owner and executive-sponsor counterpart for OpenLoop's most strategically consequential enterprise accounts — accountable for retention, multi-year expansion, and long-term partnership.
• Architect the enterprise CS motion: Build and own the operating model the CS org runs on — NRR methodology, QBR standard, strategic account-planning framework, and health/risk model.
• Drive account growth & diversification: Identify and execute multi-year expansion and product-diversification opportunities across your portfolio, tied to measurable client ROI.
• Own activation & value realization: Drive ongoing adoption and utilization across your accounts — new-site and feature rollout, re-activating dormant usage — owning the outcome and orchestrating Implementation and specialist resources to get there (initial go-live stays with Implementation).
• Guide the customer as a program: Embed from deal signing and run the engagement as an executive-level program — sequencing workstreams, aligning stakeholders, and driving milestones across complex, multi-program accounts.
• Lead renewals & multi-year deals: Partner with Sales and Commercial leadership on end-to-end renewal and multi-year expansion architecture, including pricing and value articulation.
• Manage concentration risk: Monitor health and engagement signals to proactively surface and mitigate risks on accounts where retention is existential.
• Shape product strategy: Synthesize enterprise customer insight into roadmap influence — participating in prioritization, not just submitting requests.
• Guide complex integrations: Navigate architecture and data-flow decisions with client technical leadership, translating complexity into business outcomes.
• Raise the bench: Act as a player-coach for the senior CS team — reviewing account plans and QBRs, and lifting enterprise delivery quality org-wide.
• Run data-driven executive reviews: Lead executive-level QBRs that demonstrate ROI and plan multi-year scale.

Who You Are:

• The Strategic Operator: Bachelor's degree in Business, Healthcare Administration, or a related field (or equivalent experience).
• Proven at the Principal tier: 8–12+ years in enterprise Customer Success or Account Management (B2B SaaS/platform preferred), including prior Strategic/Principal CSM or Strategic Account Director experience with multi-year revenue ownership.
• Motion-builder: You've built a playbook, framework, or standard that scaled beyond your own accounts and lifted a whole team.
• Integration-savvy: You're not a developer, but you have a strong mental model of complex integrations and APIs — enough to guide a client's technical leaders.
• Commercially deep: Comfortable with multi-year deal architecture, pricing conversations, and expansion strategy.
• Executive program manager: You can guide a complex, multi-program customer engagement from signing forward — sequencing, stakeholders, and milestones — at executive altitude.
• Executive-sponsor-caliber: You build trust with client C-suite and hold your own in the room with a client CEO.
• Proactive systems-thinker: You use data to spot trends and build repeatable solutions, not one-offs.
• Healthcare/HealthTech Experience: (Bonus) Familiarity with healthcare delivery or clinical operations.

OUR BENEFITS

In addition, for salaried positions you would also be eligible for:

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

OUR COMPANY

We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work.

Sound like a good fit? We’d love to meet you.