Strategic Customer Success Manager

OpenLoop is a telehealth company aiming to streamline care delivery across various specialties. They are seeking a Strategic Customer Success Manager to manage key enterprise relationships, drive account growth, and shape customer success strategies.

Responsibilities:

• 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

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 preferred), including prior Strategic/Principal CSM or Strategic Account Director experience with multi-year revenue ownership
• You've built a playbook, framework, or standard that scaled beyond your own accounts and lifted a whole team
• 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
• Comfortable with multi-year deal architecture, pricing conversations, and expansion strategy
• You can guide a complex, multi-program customer engagement from signing forward — sequencing, stakeholders, and milestones — at executive altitude
• You build trust with client C-suite and hold your own in the room with a client CEO
• You use data to spot trends and build repeatable solutions, not one-offs
• Familiarity with healthcare delivery or clinical operations