Enterprise Customer Success Manager

OpenLoop is a telehealth support solutions company that aims to streamline care delivery across various specialties. They are seeking an Enterprise Customer Success Manager to enhance client experiences, drive account growth, and manage relationships with executive stakeholders.

Responsibilities:

• Drive Account Growth & Diversification: Proactively identify opportunities to expand OpenLoop’s footprint within your book of business by introducing new products and service lines that align with client goals
• Ensure Customer Success & ROI: Partner with clients to define "success" and track key performance indicators (KPIs) to ensure they are realizing maximum value from our solutions
• Churn Mitigation: Monitor account health signals and engagement data to proactively identify and resolve risks before they impact retention
• Strategic Relationship Management: Act as the primary point of contact for executive stakeholders, moving beyond tactical support to become a trusted advisor
• Integration Advocacy: Navigate complex system integrations by understanding how OpenLoop’s infrastructure connects with client workflows, ensuring a seamless data and operational exchange
• Lead Renewals & Upsells: Collaborate with Sales and Leadership to manage the end-to-end renewal process and execute expansion contracts
• Voice of the Customer: Synthesize client feedback into actionable insights for the Product team to influence the roadmap toward high-growth features
• Onboarding & Lifecycle Management: Lead clients through the transition from implementation to "go-live," ensuring a smooth handoff and immediate adoption of key features
• Data-Driven Reviews: Conduct regular Business Reviews (QBRs) to analyze program performance, showcase ROI, and plan for future scaling

Requirements:

• Bachelor's degree in Business, Healthcare Administration, or a related field
• 5+ years of experience in Customer Success or Account Management (B2B SaaS preferred), specifically focused on retention and revenue growth
• Possess a strong mental model of how complex system integrations and APIs work to support business processes
• Comfortable discussing contracts, identifying upsell triggers, and negotiating renewals
• Excel at building rapport with both technical users and C-suite executives
• Use data to spot trends and offer solutions before the client knows they need them
• Familiarity with the nuances of healthcare delivery or clinical operations