Senior Customer Success Manager

OpenLoop is a telehealth support solutions company aiming to streamline care delivery across various specialties. They are seeking a Senior Customer Success Manager to manage mid-market accounts, ensuring customer success and driving retention and expansion within their portfolio.

Responsibilities:

• Own renewal strategy and identify expansion opportunities across your mid-market portfolio
• Develop and execute clear success plans to ensure customers achieve defined outcomes and maximize platform utilization
• Build and maintain relationships across accounts,ensuring alignment on goals and performance
• Proactively manage the end-to-end renewal process, mitigating churn risk through early health monitoring and engagement tracking
• Surface upsell triggers and collaborate with Sales to execute expansion opportunities aligned with customer value realization
• Conduct recurring business reviews to communicate performance, ROI, and growth opportunities, using 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 to ensure smooth onboarding, adoption, and issue resolution
• Monitor engagement signals, proactively address risk, and implement recovery plans before churn risk escalates

Requirements:

• 4–6+ years of Customer Success or Account Management experience (B2B SaaS preferred), with demonstrated success in renewal and revenue retention
• Comfortable managing contracts, renewal conversations, and expansion discussions
• Experienced in structured success planning and driving measurable adoption outcomes
• Skilled at navigating multiple decision-makers and aligning priorities across teams
• Able to analyze performance trends and translate insights into strategic recommendations
• Anticipates risks and acts before issues impact retention
• Familiarity with healthcare delivery models or telehealth ecosystems is a plus