Customer Success Manager

OpenLoop is a telehealth support solutions company focused on delivering care anywhere, co-founded by Dr. Jon Lensing and Christian Williams. They are seeking a Customer Success Manager to enhance client experiences through onboarding, education, and ongoing support, ensuring clients achieve success with their services.

Responsibilities:

• Support assigned clients as a day-to-day point of contact, ensuring timely responses and a positive client experience
• Execute onboarding and implementation workflows in partnership with internal teams, following established processes and timelines
• Deliver standardized training and education sessions to clients using existing materials and playbooks
• Assist in monitoring client activity and engagement, escalating risks or concerns to leadership when needed
• Follow defined processes to troubleshoot client issues, partnering with internal teams for resolution
• Maintain accurate records of client interactions, updates, and activities in CRM and internal systems
• Support ongoing client communications, including check-ins, updates, and follow-ups based on team guidance
• Develop working knowledge of OpenLoop’s programs, products, and services to effectively support client needs
• Collaborate with cross-functional teams to ensure smooth execution of client workflows
• Surface client feedback and recurring issues to Customer Success leadership for continuous improvement
• Contribute to team initiatives and complete assigned tasks to support overall Customer Success objectives
• Other duties as assigned

Requirements:

• Bachelor's degree in Business, Communications, or a related field (or equivalent experience)
• 1–3 years of experience in customer success, account management, onboarding, or a related client-facing role
• Strong communication skills with the ability to clearly explain information and follow structured processes
• Detail-oriented and organized, with the ability to manage multiple tasks with guidance
• Comfortable working within defined workflows and using established tools and systems
• Problem-solving mindset with the ability to escalate issues appropriately when needed
• Experience with CRM systems or customer success tools is a plus
• Eager to learn, coachable, and able to adapt in a fast-paced environment